Powerdot Freshdesk – effortless omnichannel service

So we are talking about…Powerdot Freshdesk…you can utilize freshdesk for client service so let’s get going first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na begin and that will fill 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 aid desk you can verify your e-mail and listed 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 opt for a pink and below that you can likewise 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 upgrade those and next you’re gon na select your support channel so how you can be contacted by means of phone email social networks chat or forms and listed below that you can add your client assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows our

 

unsolved 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 worse it’s going to reveal you a good pattern and below that you have your customer fulfillment and you can see the percentage of negative actions or favorable reactions even neutral responses and the total reactions that you have received on the best side you’re gon na have your order of business 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 reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s sort them by their status and now you can see high and immediate ones will be on the top nevertheless 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 sort of tickets you want to view if you wish 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 as per your requirements and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind 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 information tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Powerdot Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so 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 basic administrative settings your team channels workflow agent productivity support operation and your general account settings over here you can see the development or the details of a certain employee or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of development you have actually made what turning points that you have reached and how much productivity each agent has you can view that from over here going back into tickets i’m going to reveal you how you can solve 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 likewise set what kind of question it is so what kind of concern it is you can also assign a specific representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be solving 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 key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have actually responded to this customer you can also delete your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable type of reaction you require to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have basic getting started with us orders and refunds details presents and discount coupons and facts 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 the length of time will shipment take that’s a concern that is frequently asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the question is different but i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned types so you’re going to click suggested options and you can see various short articles that are a pre-written answer to a client question and you can simply insert that pre-written information into your action and send it without needing to

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retype the exact same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic feature that freshdesk actually supplies is producing groups so if you click groups in the admin section you can produce different groups for different functions so if a problem and a ticket is associated with billing you can appoint a group member so over here i’ve assigned myself in this group which person might specify their role and make them the leader of this type of billing ticket besides that you can also assign various in the group section you can also assign different tickets to different 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 client escalations where customers may have elevated a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you guys in the next video Powerdot Freshdesk