Pinnacle Freshdesk – effortless omnichannel service

So we are talking about…Pinnacle Freshdesk…you can use freshdesk for customer service so let’s begin first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get going which will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can confirm your email and below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be called by means of phone email social media chat or types and below that you can include your client support email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome 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 successive over here we have our dashboard our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your client fulfillment and you can see the percentage of negative actions or favorable actions even neutral actions and the overall actions that you have actually received on the right side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na provide you a nice little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see immediate and high ones will be on the leading however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what kind of tickets you want to see if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your option tab is a general kind of details tab which allows you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your solutions tab and listed below the options tab you have your reports and analytics reports are the basic general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Pinnacle Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can view the development or the details of a specific team member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what kind of progress you have made what turning points that you have actually reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to show you how you can fix 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 particular category what type of ticket this is you can change its status you can set its concern and you can also set what kind of question it is so what kind of question it is you can also designate a particular agent to this query so you can just include a note essentially reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the client so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have replied to this customer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a few 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 give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic starting with us refunds and orders information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket obviously the concern is different but i’m simply selecting this as a sample and now i’m just going to pick 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 recommended services and canned forms so you’re going to click suggested options and you can see various articles that are a pre-written answer to a client concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the very same type of answers again and again so this is a very simple formula for your representatives to follow so they can quickly react to emails so another great function that freshdesk really provides is producing groups so if you click on groups in the admin section you can develop different groups for various functions so if a ticket and an issue is connected to billing you can assign a group member so over here i have actually designated myself in this group and that individual might define their role and make them the leader of this kind of billing ticket other than that you can likewise assign different in the group area you can also appoint different tickets to various groups and as soon as 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 customer escalations where customers might have raised a certain situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you men in the next video Pinnacle Freshdesk