Puremodern Freshdesk – effortless omnichannel service

So we are talking about…Puremodern Freshdesk…you can use freshdesk for client service so let’s start to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you register you’re gon na start and that 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 customize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever type of language you want on your site change 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 also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be called through phone e-mail social networks chat or types and 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 someone to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals our

 

unresolved 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 patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your consumer complete satisfaction and you can see the percentage of negative reactions or favorable actions even neutral responses and the overall actions that you have actually gotten 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 add it over here and it’s gon na give you a good little suggestion on your basic dashboard 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 sort 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 see if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have called people you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a basic kind of info tab which enables you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will discover it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume trends so you can Puremodern Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can view the development or the details of a specific staff 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 progress you have actually made what milestones that you have actually reached and how much productivity 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 specific category what type of ticket this is you can alter its status you can set its concern and you can also set what kind of query it is so what kind of concern it is you can likewise appoint a specific representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 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 problem with your product i’m just going to send out that and now i have actually 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 few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable sort of reaction you need to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have basic starting with us refunds and orders information 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 concern that is frequently asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various however i’m just choosing this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your reaction and send it without needing to

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retype the very same kind of answers again and again so this is a really simple formula for your agents to follow so they can quickly respond to emails so another terrific function that freshdesk really supplies is producing groups so if you click groups in the admin area you can develop various groups for various purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve assigned myself in this group which individual might specify their function and make them the leader of this sort of billing ticket other than that you can likewise appoint different in the group section you can also assign various 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 client escalations where consumers might have elevated a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you people in the next video Puremodern Freshdesk