Private Apps Freshdesk – effortless omnichannel service

So we are talking about…Private Apps Freshdesk…you can use freshdesk for customer service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you sign up you’re gon na begin and that will load your basic control panel 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 validate your email and below that you can see you can include your language whatever type of language you want on your site 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 change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted via phone email social media chat or forms and listed below that you can include your client assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a team that is working for you if someone 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

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and listed below that you have your client fulfillment and you can see the percentage of positive reactions or unfavorable responses even neutral actions and the overall reactions that you have actually gotten on the right side you’re gon na have your order of business 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 nice little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see 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 people you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your options tab so your solution tab is a general kind of details tab which permits you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your services tab and listed below the solutions tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Private Apps Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or decrease in these sales you can see receiving 7 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 general account settings over here you can view the progress or the details of a certain staff member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what type of progress you have made what turning points that you have reached and just 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 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 classification what kind of ticket this is you can alter 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 appoint a particular agent to this question so you can just include a note generally 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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have responded to this customer you can likewise 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 an organization that’s running this ticketing service and you have a similar kind of action 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 categories you have actually basic getting started with us refunds and orders details presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already readily 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 return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is various however i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see suggested solutions and canned types so you’re going to click on recommended services and you can see different articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your action and send it without having to

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retype the exact same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another great feature that freshdesk really offers is producing groups so if you click groups in the admin section you can develop different groups for different purposes so if a ticket and an issue is connected to billing you can designate a group member so over here i have actually designated myself in this group which person could specify their function and make them the leader of this kind of billing ticket other than that you can also appoint various in the group area you can likewise assign 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 client escalations where clients might have elevated a particular circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you guys in the next video Private Apps Freshdesk