Product Manager Freshdesk – effortless omnichannel service

So we are talking about…Product Manager Freshdesk…you can utilize freshdesk for customer service so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na get started and that will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can verify your e-mail and listed below that you can see you can add your language whatever type of language you desire on your site change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted by means of phone email social media chat or types and listed below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a good trend and listed below that you have your client satisfaction and you can see the portion of negative responses or favorable responses even neutral reactions and the total actions that you have received on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add 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 state 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 ideal side you can see over here you can filter out what kind of tickets you wish to see if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive 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 phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your option tab is a basic kind of information tab which permits you to view your email marketing your legal requirements

Get Product Manager Freshdesk support, customer, ticket, software, zendesk,

your service related statements so if there is something that is sort of miscellaneous you will find it in your solutions tab and below the solutions tab you have your reports and analytics 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 an aid desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Product Manager Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or reduce 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 efficiency support operation and your general account settings over here you can view 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 see your workflow and what sort of progress you have made what turning points that you have reached and just how much performance each agent has you can view that from over here going back 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 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 concern and you can likewise set what kind of query it is so what type of question it is you can likewise assign a particular representative to this question so you can just include a note basically respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send out that and now i have replied to this client you can likewise erase your responses 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 comparable kind of reaction you need to provide to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have general getting going with us refunds and orders info gifts and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a question that is frequently asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is different but i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click on suggested services and you can see different posts that are a pre-written answer to a consumer question and you can just place that pre-written information into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same type of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to emails so another fantastic function that freshdesk actually offers is developing groups so if you click groups in the admin section you can create different groups for different functions so if a concern and a ticket is connected to billing you can designate a group member so over here i have actually designated myself in this group which individual might specify their function 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 also designate different tickets to different groups and as soon as 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 customer escalations where consumers may have elevated a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Product Manager Freshdesk