Program Of Interest Freshdesk – effortless omnichannel service

So we are talking about…Program Of Interest Freshdesk…you can use freshdesk for customer service so let’s start 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 information and sign up for totally free as quickly as you register you’re gon na get started and that will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm your e-mail and below that you can see you can add your language whatever kind of language you want 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 likewise change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be contacted by means of phone e-mail social media chat or types and listed below that you can include your consumer support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel 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 offer you a graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a good pattern and listed below that you have your consumer satisfaction and you can see the percentage of favorable reactions or unfavorable responses even neutral reactions and the total actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add 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 sort 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 leading 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 want to view if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your solution tab is a general kind of information tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Program Of Interest Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed 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 see the development or the information 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 type of development you have made what milestones that you have actually reached and just how much productivity each representative has you can view 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 add tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its top priority and you can also set what sort of question it is so what kind of concern it is you can likewise designate a particular representative to this query so you can just include a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 respond to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually replied to this client you can likewise erase your actions within 10 seconds so if you slip up 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 sort of response you need to provide to each of your clients 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 general getting started with us refunds and orders info presents and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time 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 just gon na as a sample just choose this ticket undoubtedly the question is different however i’m just selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see recommended solutions and canned forms so you’re going to click recommended solutions and you can see various posts that are a pre-written answer to a consumer question 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 sort of answers again and again so this is an extremely simple formula for your agents to follow so they can easily react to emails so another fantastic function that freshdesk really provides is producing groups so if you click on groups in the admin section you can produce various groups for various functions so if a ticket and an issue is associated with billing you can appoint a group member so over here i’ve designated myself in this group which individual might specify their role and make them the leader of this sort of billing ticket other than that you can also appoint different in the group section you can also appoint different 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 customer escalations where consumers may have raised a certain circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you people in the next video Program Of Interest Freshdesk