Pureplay Rockyou Freshdesk – effortless omnichannel service

So we are talking about…Pureplay Rockyou Freshdesk…you can use freshdesk for customer care so let’s start to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you sign up you’re gon na start and that will pack your basic control panel so when you’re beginning 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 email and below that you can see you can include your language whatever type of language you desire on your site alter the color of your logo design so as you can see i’m gon na go with a pink and 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 therefore you can upgrade those and next you’re gon na pick your support channel so how you can be called by means of phone e-mail social networks chat or kinds and listed below that you can include your consumer assistance 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 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 successive over here we have our control panel 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 better or even worse it’s going to show you a nice pattern and below that you have your client satisfaction and you can see the portion of unfavorable reactions or positive responses even neutral actions and the total responses that you have actually received on the ideal side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na provide you a great little tip 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 just say let’s arrange them by their status and now you can see high and urgent 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 see if you wish to see the tickets that are appointed to a particular individual 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 company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your option tab is a general kind of details tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Pureplay Rockyou Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase 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 productivity assistance operation and your general account settings over here you can view the development or the information of a specific staff member or a group member and listed below that you can see your different 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 efficiency each agent has you can view that from over here going back into tickets i’m going to show 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 include tags you can put it in a particular category what sort of ticket this is you can alter its status you can set its concern and you can likewise set what kind of query it is so what type of question it is you can also designate a specific representative to this question so you can just add a note essentially reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 reply to the customer so it’s automatically going to type 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 that and now i have replied to this client you can likewise delete your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of response you need to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually general getting going with us orders and refunds information presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will shipment take that’s a concern that is typically asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample just select this ticket certainly the concern is various but 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 consumer on the bottom left you can see recommended options and canned forms so you’re going to click on recommended solutions and you can see different short articles that are a pre-written answer to a consumer question and you can simply insert that pre-written information into your action and send it without having to

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retype the same kind of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to e-mails so another terrific function that freshdesk truly offers is developing groups so if you click groups in the admin area you can create various groups for different functions so if a problem and a ticket is associated with billing you can designate a group member so over here i have actually appointed myself in this group and that individual could define their role and make them the leader of this sort of billing ticket aside from that you can also assign different in the group area you can also assign 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 client escalations where consumers may have raised a particular scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you men in the next video Pureplay Rockyou Freshdesk