Pugpig Freshdesk – effortless omnichannel service

So we are talking about…Pugpig Freshdesk…you can use freshdesk for customer support so let’s get started first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get going which will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you want on your website change the color of your logo so as you can see i’m gon na opt for 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 need to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called through phone email social media chat or kinds and below that you can include your customer assistance email so if someone is going to be contacting 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 selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a great trend and listed below that you have your consumer complete satisfaction and you can see the percentage of negative actions or positive reactions even neutral actions and the total actions that you have received on the best side you’re gon na have your order of business 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 offer you a good little tip 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 leading 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 designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your service tab is a general type of information tab which enables you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your services tab and below the solutions tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume trends so you can Pugpig Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately 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 group channels workflow representative productivity assistance operation and your general account settings over here you can view the development or the details of a certain staff 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 reached and how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal you how you can solve 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 type of ticket this is you can change its status you can set its priority and you can likewise set what type of question it is so what type of question it is you can also assign a specific agent 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 fixing your ticket your issue 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 respond to the customer so it’s automatically 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 simply going to send that and now i have actually replied to this client you can also erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of reaction 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 gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will shipment take that’s a question that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket clearly the concern is different but 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 respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested solutions and canned types so you’re going to click on recommended services and you can see different articles that are a pre-written answer to a client concern and you can simply insert that pre-written information into your response and send it without needing to

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retype the same type of responses again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another fantastic function that freshdesk really supplies is creating groups so if you click groups in the admin area you can create different groups for different functions so if a problem and a ticket is connected to billing you can designate a group member so over here i have actually assigned myself in this group which person could define their function and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can likewise appoint 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 clients might have elevated a certain circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you men in the next video Pugpig Freshdesk