Proactive Freshdesk – effortless omnichannel service

So we are talking about…Proactive Freshdesk…you can utilize freshdesk for customer care so let’s begin first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you register you’re gon na get started and that will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can confirm your email and listed 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 below that you can likewise alter 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 upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone e-mail social networks chat or kinds and below that you can add your client assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite 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 dashboard reveals our

 

unsettled 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 provide 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 trend and listed below that you have your consumer complete satisfaction and you can see the percentage of positive actions or negative reactions even neutral responses and the overall responses that you have gotten on the best side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na give you a nice little suggestion on your basic dashboard 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 want to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have called people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a basic sort of information tab which permits 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 type of miscellaneous you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Proactive Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can see the progress or the information of a particular team member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what kind of progress you have actually made what turning points that you have actually reached and just how much performance each agent has you can view that from over here returning into tickets i’m going to show 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 classification what kind of ticket this is you can alter its status you can set its concern and you can also set what kind of inquiry it is so what type of concern it is you can likewise assign a particular agent to this query so you can just add a note basically reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem now i’m going to set this as a pending ticket and now i’m going to update 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 client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have replied to this consumer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable sort of action you require to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic getting started with us orders and refunds details gifts 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 currently readily available and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is various however i’m simply choosing this as a sample and now i’m just 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 recommended solutions and canned kinds so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a consumer question and you can just place that pre-written details 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 easy formula for your representatives to follow so they can easily react to emails so another great function that freshdesk truly provides is producing groups so if you click groups in the admin area you can create various groups for various purposes so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group and that person might define their function and make them the leader of this kind of billing ticket besides that you can also assign different in the group area you can likewise 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 raised a specific scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll capture you men in the next video Proactive Freshdesk