Practice Engine Freshdesk – effortless omnichannel service

So we are talking about…Practice Engine Freshdesk…you can utilize freshdesk for customer service so let’s get started to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na begin which will load 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 verify your e-mail and listed below that you can see you can add your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise change 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 email social networks chat or kinds and below that you can include your customer support e-mail 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 team that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your consumer satisfaction and you can see the portion of favorable reactions or negative responses even neutral responses and the total reactions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a nice little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see immediate and high ones will be on the leading nevertheless 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 see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and business so you can view those whichever manner in which you have actually called people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort 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 enables you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may have sold 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 trends so you can Practice Engine Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the information of a certain team member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of development you have made what turning points that you have reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal 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 particular category what kind of ticket this is you can alter 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 appoint a specific 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 solving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to reply 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 concern with your item i’m simply going to send out that and now i have actually replied to this consumer you can likewise delete your actions within 10 seconds so if you make a mistake you can delete 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 response you require to provide to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders details presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket obviously the concern is various but i’m just picking this as a sample and now i’m just going to choose 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 recommended options and canned forms so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a client concern and you can just place that pre-written info into your response and send it without needing to

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retype the very same type of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another great feature that freshdesk truly provides is developing groups so if you click on groups in the admin area you can produce different groups for different functions so if a ticket and a concern is related to billing you can appoint a group member so over here i’ve assigned myself in this group and that person could define their role and make them the leader of this sort of billing ticket aside from that you can likewise designate various in the group area you can also designate different 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 customers may have raised a specific scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you people in the next video Practice Engine Freshdesk