Procura Freshdesk – effortless omnichannel service

So we are talking about…Procura Freshdesk…you can utilize freshdesk for customer support so let’s start 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 sign up for free as soon as you sign up you’re gon na get going and that will fill 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 personalize your help desk you can validate your e-mail and below that you can see you can add your language whatever sort of language you desire on your site alter 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 also alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be contacted via phone email social networks chat or forms and below that you can include your consumer assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody 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 successive over here we have our control panel our control panel reveals our

 

unresolved tickets past due 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 shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and below that you have your customer fulfillment and you can see the portion of favorable actions or negative responses even neutral responses and the overall reactions that you have 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 add it over here and it’s gon na provide 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 arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see urgent 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 assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed below that you have your basic contact and companies so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a basic kind of information tab which allows you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your solutions tab and listed below the options tab you have your reports and analytics reports are the standard general summary 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 also view your ticket volume patterns so you can Procura Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can view the progress or the details of a certain employee or a group member and below that you can see your different channels of communication you can likewise see your workflow and what type of progress you have actually made what turning points that you have reached and how much performance each representative has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 top priority and you can also set what type of query it is so what type of question it is you can also assign a specific agent to this question so you can just add a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue 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 instantly going to key in hi matt rogers that’s the consumer 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 replied to this consumer you can likewise delete your reactions 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 an organization that’s running this ticketing service and you have a comparable sort of response you need to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general getting going with us orders and refunds info gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will shipment take that’s a concern that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is different but i’m just 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 customer on the bottom left you can see suggested solutions and canned kinds so you’re going to click on suggested solutions and you can see different posts that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without having to

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retype the same type of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to emails so another excellent feature that freshdesk actually supplies is creating groups so if you click on groups in the admin area you can create different groups for various purposes so if a problem and a ticket is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which individual might define their function and make them the leader of this type of billing ticket aside from that you can also assign various in the group section you can also assign various tickets to various 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 customers might have raised a specific circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you men in the next video Procura Freshdesk