So we are talking about…Portal Customization Freshdesk…you can utilize freshdesk for client service so let’s get going first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na start which will fill your basic control panel 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 individualize your help desk you can validate your e-mail and below that you can see you can add your language whatever kind of language you want on your website change 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 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 via phone e-mail social media chat or kinds and listed below that you can include 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 group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 give you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and below that you have your consumer fulfillment and you can see the percentage of negative actions or positive actions even neutral responses and the overall reactions that you have gotten on the ideal side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a great little suggestion on your basic control panel and now on the left side we’re gon na proceed 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 high and urgent 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 type of tickets you want to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a basic sort of details tab which enables 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 sort of miscellaneous you will find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Portal Customization Freshdesk
see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can view the progress or the information of a particular staff member or a group member and below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have actually made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal 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 add tags you can put it in a particular classification what type of ticket this is you can change its status you can set its top priority and you can also set what sort of inquiry it is so what kind of concern it is you can likewise designate a particular agent to this inquiry so you can simply include a note basically 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 reply to the consumer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send out that and now i have replied to this customer 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 emails so if you’re a company that’s running this ticketing service and you have a comparable sort of reaction you need to give to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic beginning with us orders and refunds information presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will shipment take that’s a concern that is frequently asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is different but i’m simply selecting 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 solutions and canned kinds so you’re going to click on suggested options and you can see different posts that are a pre-written answer to a customer question and you can just place that pre-written info into your reaction and send it without needing to
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retype the exact same sort of answers again and again so this is an extremely easy 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 area you can develop various groups for various purposes so if a ticket and a concern is associated with billing you can appoint a group member so over here i have actually appointed myself in this group which person might define their function and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group section you can likewise designate various tickets to different 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 consumer escalations where clients may have elevated a particular situation 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 practical and i’ll capture you guys in the next video Portal Customization Freshdesk