Prodege Freshdesk – effortless omnichannel service

So we are talking about…Prodege Freshdesk…you can utilize freshdesk for customer service 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 free as quickly as you sign up you’re gon na get going and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid 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 design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i ought 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 gotten in touch with by means of phone e-mail social networks chat or types and below that you can include 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 someone to your team so if you have a group 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 dashboard shows our

 

unresolved tickets overdue 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and listed below that you have your client complete satisfaction and you can see the percentage of favorable responses or unfavorable responses even neutral actions and the total actions that you have received on the best side you’re gon na have your order of business so something that you require to add to your order of business 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 proceed to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see high and immediate 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 sort of tickets you want to view if you wish 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 based on your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have actually called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a general kind of information tab which enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind 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 overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Prodege Freshdesk

see on the right 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 representative efficiency assistance operation and your basic account settings over here you can view the progress or the details of a particular staff member or a group member and below that you can see your various channels of interaction you can also view your workflow and what sort of progress you have actually made what turning points that you have reached and how much efficiency each representative has you can view that from over here going back into tickets i’m going to show 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 include tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its priority and you can also set what sort of question it is so what kind of concern it is you can also appoint a particular agent to this inquiry so you can simply add a note generally respond

 

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 add this note now i’m going to reply to the client so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send that and now i have responded to this client you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of 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 response you require to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic beginning with us orders and refunds info gifts and discount coupons and truths 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 how long will delivery take that’s a question that is often asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the concern is various but i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested solutions and canned types so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a client question and you can simply insert that pre-written information into your action and send it without needing to

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retype the same type of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another great function that freshdesk actually offers is developing groups so if you click on groups in the admin section you can produce various groups for different functions so if an issue and a ticket is associated with billing you can assign a group member so over here i’ve designated myself in this group which person might define their function and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group area you can also designate different 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 customer escalations where clients may have raised a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you men in the next video Prodege Freshdesk