Pulsem Freshdesk – effortless omnichannel service

So we are talking about…Pulsem Freshdesk…you can utilize freshdesk for customer support so let’s get started first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get started and that will pack 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 aid desk you can validate your e-mail and listed below that you can see you can add your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na go with 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 must make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone email social networks chat or types and listed below that you can add your customer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite someone 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 welcome them over here successive over here we have our control panel our control panel reveals our

 

unsettled 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 chart that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great trend and below that you have your consumer fulfillment and you can see the portion of positive responses or negative actions even neutral actions and the overall actions that you have actually received on the best side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a great little pointer on your basic dashboard and now on the left side we’re gon na move 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 urgent 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 type of tickets you want to view if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your option tab is a general kind of details tab which enables you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your options tab and below the solutions tab you have your reports and analytics reports are the standard general introduction 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 view your ticket volume trends so you can Pulsem Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative performance support operation and your general account settings over here you can view the development or the information of a particular team member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what kind of development you have made what milestones that you have actually reached and just how much performance each representative 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 alter its status you can set its priority and you can likewise set what kind of question it is so what kind of concern it is you can also designate a particular agent to this question so you can simply add a note basically reply

 

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 update the status i’m going to include this note now i’m going to reply to the client so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually responded to this customer you can also delete your actions 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 business that’s running this ticketing service and you have a similar sort of response you need to provide to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general beginning with us orders and refunds info gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a question that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is various but i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested services 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 client question and you can just insert that pre-written details into your action and send it without having to

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retype the exact same kind of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to emails so another great feature that freshdesk really offers is producing groups so if you click on groups in the admin area you can develop different groups for various purposes so if a ticket and a concern is connected to billing you can appoint a group member so over here i have actually designated myself in this group which person might specify their function and make them the leader of this sort of billing ticket besides that you can also assign various in the group section you can also assign different tickets to different groups and when you’ve 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 customers may have elevated a particular scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you guys in the next video Pulsem Freshdesk

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