Ponycycle Freshdesk – effortless omnichannel service

So we are talking about…Ponycycle Freshdesk…you can use freshdesk for customer support so let’s get started to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you register you’re gon na start and that will load your basic dashboard so when you’re getting going 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 validate your e-mail and below that you can see you can include your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be called by means of phone e-mail social media chat or types and listed below that you can add your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a nice pattern and below that you have your customer fulfillment and you can see the percentage of favorable actions or negative responses even neutral actions and the total responses that you have 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 offer you a great little suggestion on your basic control panel 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 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 best side you can see over here you can filter out what kind of tickets you want to view if you wish to see the tickets that are assigned 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 successive listed below that you have your basic contact and companies so you can see those whichever way that you have called individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them below that you have your options tab so your service tab is a general sort of info tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general summary of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume trends so you can Ponycycle Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can see the development or the information of a particular employee 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 actually made what milestones that you have reached and just how much performance 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 add tags you can put it in a specific category what sort of ticket this is you can change its status you can set its concern and you can also set what type of query it is so what type of concern it is you can likewise designate a specific agent to this inquiry so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 customer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have actually replied to this customer you can also erase your actions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of reaction you need to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting going with us refunds and orders details presents and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a question that is typically asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is different but i’m just choosing 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 suggested services and canned forms so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your reaction and send it without needing to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to emails so another terrific feature that freshdesk truly offers is developing groups so if you click on groups in the admin section you can create various groups for various purposes so if a concern and a ticket is related to billing you can assign a group member so over here i’ve assigned myself in this group and that individual might define their function and make them the leader of this kind of billing ticket aside from that you can also assign various in the group area you can also designate various tickets to different 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 customer escalations where consumers may have raised a particular situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and handy and i’ll capture you men in the next video Ponycycle Freshdesk