Product Announcements Freshdesk – effortless omnichannel service

So we are talking about…Product Announcements Freshdesk…you can utilize freshdesk for customer care so let’s get going 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 sign up for free as soon as you register you’re gon na begin and that will fill 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 help desk you can validate your e-mail and listed below that you can see you can add your language whatever type of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone e-mail social media chat or kinds and listed below that you can add your client support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your team so if you have a group 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 better or worse it’s going to reveal you a good trend and below that you have your customer satisfaction and you can see the portion of negative actions or positive reactions even neutral actions and the total responses that you have gotten on the ideal 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 add 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 move on to tickets you can sort your tickets over here so let’s just say let’s sort them by their status and now you can see urgent 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 wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have gotten in touch with 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 below that you have your options tab so your service tab is a general type 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 type of various you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Product Announcements 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 increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much performance each agent has you can view that from over here going back 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 category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of query it is so what type of concern it is you can also appoint a particular representative to this inquiry so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving 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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have responded to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails 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 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 actually basic starting 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 templates that are already offered and let’s see how long will delivery take that’s a concern that is often asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is different however i’m simply choosing 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 client on the bottom left you can see suggested options and canned kinds so you’re going to click suggested services and you can see various posts that are a pre-written answer to a consumer concern and you can just place that pre-written information into your action 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 easily react to emails so another excellent function that freshdesk really offers is producing groups so if you click groups in the admin section you can create different groups for different functions so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve assigned myself in this group and that person could specify their function and make them the leader of this type of billing ticket aside from that you can also assign different in the group area you can likewise assign various tickets to different groups and once 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 consumer escalations where clients might have elevated a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll capture you people in the next video Product Announcements Freshdesk