Plarium Freshdesk – effortless omnichannel service

So we are talking about…Plarium Freshdesk…you can use freshdesk for client service so let’s get going first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na begin and that will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can confirm your email and listed below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be contacted via phone e-mail social networks chat or forms and below that you can include your consumer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group 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

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your client fulfillment and you can see the percentage of favorable actions or unfavorable reactions even neutral reactions 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 need to add to your order of business you’re gon na include it over here and it’s gon na offer you a great little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and urgent ones will be on the leading however 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 sort of tickets you wish to view if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your service tab is a basic sort of information tab which permits 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 find it in your solutions tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume patterns so you can Plarium Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or decrease 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 group channels workflow agent productivity support operation and your general account settings over here you can see the progress or the information of a particular team member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what sort of development you have actually made what turning points that you have actually reached and how much efficiency each agent has you can see that from over here going back into tickets i’m going to show you how you can resolve 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 sort of ticket this is you can alter its status you can set its top priority and you can likewise set what type of inquiry it is so what type of question it is you can also appoint a specific representative to this question so you can simply add 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 include this note now i’m going to respond to the client so it’s immediately 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 out that and now i have actually responded to this consumer you can also delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar kind of reaction you need to offer to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have general beginning with us orders and refunds information presents and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will delivery take that’s a question that is frequently asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is different but i’m just selecting this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned kinds so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a client concern and you can simply place that pre-written information into your action and send it without having to

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retype the exact same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another excellent function that freshdesk actually offers is creating groups so if you click on groups in the admin area you can develop different groups for various functions so if a concern and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that individual might define their function and make them the leader of this type of billing ticket other than that you can also appoint different in the group area you can also designate various 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 client escalations where customers may have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you guys in the next video Plarium Freshdesk