Proactive Engagement Freshdesk – effortless omnichannel service

So we are talking about…Proactive Engagement Freshdesk…you can use freshdesk for customer support so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na start and that will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish 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 desire on your website alter the color of your logo design so as you can see i’m gon na choose 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 and so you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or forms and listed below that you can add your customer assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite somebody 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 past due 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 shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and listed below that you have your consumer satisfaction and you can see the percentage of negative responses or favorable responses even neutral actions and the total reactions that you have actually 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 good little tip 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 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 best side you can see over here you can filter out what type of tickets you want to view if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up below that you have your basic contact and companies 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 telephone number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your solution tab is a general kind of details tab which enables 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 find it in your services tab and below the services tab you have your reports and analytics reports are the standard general introduction of how many tickets you may 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 trends so you can Proactive Engagement 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 boost or reduce 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 representative performance support 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 below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have made what milestones that you have actually reached and just how much efficiency each agent 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 include tags you can put it in a specific category what type of ticket this is you can alter its status you can set its top priority and you can also set what kind of query it is so what type of concern it is you can likewise designate a particular agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue 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 client so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m simply going to send that and now i have actually responded to this client you can also erase 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 comparable kind of action you need to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have basic starting with us orders and refunds info gifts 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 for how long will delivery take that’s a concern that is often asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is various but i’m simply picking this as a sample and now i’m just 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 consumer 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 articles that are a pre-written answer to a customer question and you can simply place that pre-written info into your response and send it without having to

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retype the exact same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to e-mails so another terrific function that freshdesk really offers is creating groups so if you click on groups in the admin area you can develop different groups for various functions so if a concern and a ticket is connected to billing you can designate a group member so over here i’ve assigned myself in this group which person could specify their function and make them the leader of this sort of billing ticket other than that you can also appoint various in the group section you can likewise assign different tickets to different groups and once 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 customer escalations where consumers may have elevated a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you guys in the next video Proactive Engagement Freshdesk