Project Tracking Freshdesk – effortless omnichannel service

So we are talking about…Project Tracking Freshdesk…you can utilize freshdesk for customer service so let’s begin to begin with 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 free as soon as you register you’re gon na get going and that will load 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 customize your aid desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na choose 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 upgrade those and next you’re gon na choose your assistance channel so how you can be called via phone email social media chat or types and below that you can add your customer support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals our

 

unsettled 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 better or even worse it’s going to reveal you a good trend and listed below that you have your customer fulfillment and you can see the percentage of unfavorable reactions or favorable responses even neutral responses and the total responses that you have received on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na give you a good little pointer 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 say let’s arrange them by their status and now you can see high and immediate 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 wish to view if you wish 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 as per your needs and next up listed below that you have your basic contact and companies so you can see those whichever way that you have actually called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your services tab so your solution tab is a basic sort of info tab which permits you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the basic general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Project Tracking Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or two what is the boost or reduce 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 team channels workflow representative efficiency support operation and your basic account settings over here you can view the development or the details of a certain 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 development you have made what turning points that you have reached and 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 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 add tags you can put it in a particular classification what type of ticket this is you can alter its status you can set its priority and you can also set what sort of question it is so what type of concern it is you can also appoint a specific representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to respond to the consumer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have replied to this customer you can also delete your actions 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 an organization that’s running this ticketing service and you have a comparable kind of action you need to provide to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic beginning with us orders and refunds info presents and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will delivery take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various but i’m simply picking this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested options and canned types so you’re going to click suggested options and you can see various articles that are a pre-written answer to a consumer concern and you can just place that pre-written info into your reaction and send it without having to

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retype the same kind of answers again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another terrific function that freshdesk really provides is creating groups so if you click on groups in the admin section you can produce various groups for various functions so if a concern and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group and that person might define their role and make them the leader of this type of billing ticket besides that you can also appoint various in the group area you can also assign 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 customers might have raised a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you people in the next video Project Tracking Freshdesk