Rachel Garrison Freshdesk – effortless omnichannel service

So we are talking about…Rachel Garrison Freshdesk…you can use freshdesk for customer support so let’s start first off 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 free as soon as you sign up you’re gon na get going and that will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your e-mail and below that you can see you can include your language whatever kind of language you want on your website change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also change 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 update those and next you’re gon na pick your support channel so how you can be gotten in touch with via phone e-mail social networks chat or forms and listed below that you can add your customer assistance email so if somebody is going to be contacting you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unresolved tickets past due 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 chart that reveals you the trends 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 consumer satisfaction and you can see the percentage of favorable responses or negative responses even neutral reactions and the overall responses that you have actually received on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na offer you a good little pointer 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 say let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless 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 kind of tickets you wish to view if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to 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 individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your option tab is a general type of details tab which enables you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general introduction 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 likewise view your ticket volume patterns so you can Rachel Garrison Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the development or the information of a specific staff member or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what type of progress you have made what milestones that you have reached and just how much efficiency each representative has you can view that from over here returning into tickets i’m going to show you how you can fix 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 category what sort of ticket this is you can change its status you can set its concern and you can also set what kind of inquiry it is so what kind of concern it is you can also appoint a particular agent to this inquiry so you can simply include a note essentially 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 add this note now i’m going to reply to the client so it’s automatically going to type 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 out that and now i have actually replied to this customer you can also delete your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar kind of response you need to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic getting started with us orders and refunds information gifts and discount coupons and truths and concerns 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 delivery take that’s a concern that is frequently asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the question is various but i’m just picking this as a sample and now i’m just 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 options and canned kinds so you’re going to click recommended solutions and you can see different posts that are a pre-written answer to a client question and you can simply insert that pre-written info into your response and send it without needing to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another terrific function that freshdesk truly provides is creating groups so if you click on groups in the admin section you can create different groups for various functions so if a ticket and a problem is related to billing you can assign a group member so over here i’ve designated myself in this group which person could define their role and make them the leader of this type of billing ticket aside from that you can also designate various in the group section you can likewise assign various tickets to various groups and as soon as 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 client escalations where clients may have raised a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll capture you men in the next video Rachel Garrison Freshdesk