Pnc Freshdesk – effortless omnichannel service

So we are talking about…Pnc Freshdesk…you can utilize freshdesk for client service so let’s get going first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na get going which will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your email and listed below that you can see you can add your language whatever sort of language you desire on your site 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 upgrade those and next you’re gon na choose your support channel so how you can be contacted through phone email social media chat or forms and listed below that you can include your customer support email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel reveals 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 graph that shows you the trends so if the tickets are selling out better or worse it’s going to show you a great trend and listed below that you have your client complete satisfaction and you can see the percentage of favorable actions or unfavorable reactions even neutral actions and the total responses that you have gotten on the right side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a great little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see high and immediate 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 sort of tickets you want to view if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up below that you have your basic contact and business so you can view those whichever manner in which you have gotten in touch with people you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your service tab is a basic kind of info tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the basic general summary of how many tickets you may 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 trends so you can Pnc Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance support operation and your general account settings over here you can view the development or the details of a certain employee or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what type of progress you have made what milestones that you have 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 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 sort of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what type of question it is you can likewise assign a specific agent to this query so you can simply add a note essentially respond

 

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 reply to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have replied to this customer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of action you require to give to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have basic getting going with us refunds and orders details gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will shipment take that’s a question that is typically asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different but i’m simply picking this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended options and canned types so you’re going to click suggested solutions and you can see various short articles that are a pre-written answer to a customer question and you can simply insert that pre-written info into your action and send it without needing to

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retype the very same sort of responses again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another excellent function that freshdesk really offers is developing groups so if you click on groups in the admin area you can create various groups for various purposes so if a problem and a ticket is related to billing you can appoint a group member so over here i have actually appointed myself in this group and that individual might specify their role and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group section you can also assign various tickets to various groups and when you have actually 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 clients may have elevated a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and handy and i’ll capture you guys in the next video Pnc Freshdesk