Phone Routing Freshdesk – effortless omnichannel service

So we are talking about…Phone Routing Freshdesk…you can use freshdesk for client service so let’s get going to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na get started which will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be contacted via phone e-mail social media chat or forms and below that you can include your consumer support email so if someone is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and below that you have your client satisfaction and you can see the portion of negative responses or positive responses even neutral responses and the total reactions that you have gotten on the best side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na provide you a good little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say let’s arrange them by their status and now you can see high and urgent ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you want to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your services tab so your service tab is a general type of info tab which enables you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of various you will discover it in your options tab and listed below the services tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Phone Routing Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can view the development or the details of a certain staff member or a group member and below that you can see your different channels of communication you can also see your workflow and what sort of progress you have made what milestones that you have reached and just how much efficiency each representative has you can see that from over here returning into tickets i’m going to show you how you can deal with a ticket so over here at the top we have how can i refund my order and over here you can see you can include tags you can put it in a specific classification what type of ticket this is you can change its status you can set its concern and you can likewise set what kind of inquiry it is so what type of concern it is you can likewise designate a specific agent to this question so you can simply include a note generally reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have responded to this consumer you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable sort of reaction you require to provide to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic starting with us orders and refunds info presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will delivery take that’s a question that is often asked you can just release this draft and then go back to ticketing i’m just gon na as a sample just select this ticket clearly the concern is different however i’m simply choosing this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested services and canned types so you’re going to click on recommended options and you can see different articles that are a pre-written answer to a client concern and you can simply insert that pre-written information into your response and send it without having to

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retype the very same kind of answers again and again so this is a really easy formula for your representatives to follow so they can easily respond to emails so another terrific function that freshdesk actually supplies is producing groups so if you click on groups in the admin section you can develop different groups for various functions so if a concern and a ticket is related to billing you can assign a group member so over here i have actually appointed myself in this group and that individual might specify their function and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group area you can likewise designate different tickets to various groups and when you’ve done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the client escalations where clients might have raised a specific situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and valuable and i’ll catch you men in the next video Phone Routing Freshdesk