Preparing For The New Web Widget Experience Freshdesk – effortless omnichannel service

So we are talking about…Preparing For The New Web Widget Experience Freshdesk…you can use freshdesk for customer care so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na get going which will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can verify your email and listed below that you can see you can add your language whatever type of language you want on your website alter the color of your logo so as you can see i’m gon na choose a pink and listed 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 and so you can update those and next you’re gon na pick your support channel so how you can be called through phone email social networks chat or forms and listed below that you can add your client support email so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our control panel shows 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 offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your client satisfaction and you can see the percentage of favorable reactions or unfavorable actions even neutral reactions and the total responses that you have gotten 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 add it over here and it’s gon na give you a nice little tip 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 arrange them by their status and now you can see immediate and high ones will be on the top 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 kind of tickets you wish to see if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and companies so you can view those whichever way that you have actually called individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your option tab is a basic sort of information tab which allows you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general overview of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume patterns so you can Preparing For The New Web Widget Experience Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can view the progress or the information of a specific employee or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of progress you have made what milestones that you have actually reached and just how much efficiency each agent has you can see that from over here going back 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 category what type of ticket this is you can change its status you can set its concern and you can also set what type of inquiry it is so what type of question it is you can likewise designate a specific representative to this query so you can just add a note generally respond

 

tto this person and now i’m going to simply 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 add this note now i’m going to reply 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 problem with your product i’m simply going to send that and now i have actually replied 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 company that’s running this ticketing service and you have a similar kind of reaction you need to provide to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders details presents and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a concern that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket clearly the concern is various however i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended services and you can see different short articles that are a pre-written answer to a consumer question and you can simply place that pre-written details into your action and send it without having to

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retype the very same kind of answers again and again so this is a really easy formula for your agents to follow so they can quickly respond to e-mails so another fantastic function that freshdesk actually provides is creating groups so if you click groups in the admin section you can develop various groups for various functions so if a concern and a ticket is associated with billing you can assign a group member so over here i have actually assigned myself in this group which person could specify their role and make them the leader of this type of billing ticket other than that you can also appoint various in the group area 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 customers might have raised a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you men in the next video Preparing For The New Web Widget Experience Freshdesk