Prodpi Freshdesk – effortless omnichannel service

So we are talking about…Prodpi Freshdesk…you can use freshdesk for customer support so let’s get started to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you register you’re gon na get going and that will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can confirm your email and listed 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 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 therefore you can upgrade those and next you’re gon na select your support channel so how you can be contacted via phone e-mail social networks chat or forms and listed below that you can include your client assistance email so if somebody is going to be calling you you can set that email over here and next up you can welcome someone 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 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 provide you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and below that you have your consumer satisfaction and you can see the portion of negative reactions or positive responses even neutral actions and the total responses that you have actually received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na give you a good little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply say 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 type of tickets you want to view if you wish to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and business so you can see those whichever way that you have actually called people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your options tab so your service tab is a basic type of details tab which permits you to see 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 options tab and listed below the solutions tab you have your analytics and reports reports are the basic general summary of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume patterns so you can Prodpi Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your general account settings over here you can see the progress or the information of a particular employee or a group member and below that you can see your different channels of communication you can likewise view your workflow and what type of progress you have made what turning points that you have reached and how much efficiency each agent has you can see that from over here returning 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 include tags you can put it in a particular classification what type of ticket this is you can change its status you can set its priority and you can likewise set what kind of inquiry it is so what kind of question it is you can also designate a specific agent to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 reply to the client so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually responded to this customer you can likewise delete 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 an organization that’s running this ticketing service and you have a comparable kind of response you need to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have general getting going with us refunds and orders information gifts and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are already 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 go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern 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 reply to it and you can see when you’re replying to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended solutions and you can see different posts that are a pre-written answer to a customer question and you can simply place that pre-written details into your action and send it without having to

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retype the same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can easily respond to e-mails so another terrific feature that freshdesk truly offers is producing groups so if you click groups in the admin area you can produce various groups for various functions so if a concern and a ticket is related to billing you can designate a group member so over here i have actually appointed myself in this group which person could specify their role and make them the leader of this kind of billing ticket aside from that you can likewise appoint various in the group area you can likewise appoint different tickets to various 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 consumer escalations where consumers might have raised a certain circumstance 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 valuable and i’ll capture you men in the next video Prodpi Freshdesk