Reassign Tickets To Another Agent Freshdesk – effortless omnichannel service

So we are talking about…Reassign Tickets To Another Agent Freshdesk…you can utilize freshdesk for customer care so let’s start first off 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 complimentary as quickly as you sign up you’re gon na get started and that will pack 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 customize your assistance desk you can validate your email and listed below that you can see you can include your language whatever sort of language you want on your site alter 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 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 assistance channel so how you can be called through phone email social networks chat or types and listed below that you can add your customer assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our dashboard reveals our

 

unsolved 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 give you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a nice pattern and below that you have your customer complete satisfaction and you can see the portion of unfavorable actions or positive actions even neutral responses and the overall responses that you have actually gotten on the right side you’re gon na have your order of business 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 great little tip on your basic control panel and now on the left side we’re gon na proceed 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 immediate and high ones will be on the leading however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what type of tickets you want to see if you want to see the tickets that are appointed to a particular 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 see those whichever manner in which you have contacted individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your options tab so your service tab is a basic sort of details tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the services tab you have your analytics and reports reports are the basic general introduction 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 extensive ticket analysis and you can also view your ticket volume patterns so you can Reassign Tickets To Another Agent Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the information of a specific team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of progress you have actually made what turning points that you have actually reached and how much performance each representative has you can see that from over here going back into tickets i’m going to show you how you can resolve 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 classification what sort of ticket this is you can change its status you can set its concern and you can also set what type of question it is so what type of concern it is you can also designate a particular representative to this query so you can just include a note generally 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 add this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually replied to this consumer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete 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 reaction you require to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic getting going with us refunds and orders information gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a question that is often asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is different 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 respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned types 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 just insert that pre-written info into your reaction and send it without having to

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retype the exact same kind of responses again and again so this is a really simple formula for your representatives to follow so they can easily react to emails so another great feature that freshdesk actually provides is developing groups so if you click groups in the admin section you can create various groups for different functions so if a ticket and an issue is associated with billing you can assign a group member so over here i have actually assigned myself in this group and that person might define their function and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group area you can also assign various 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 clients might have elevated a certain circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you guys in the next video Reassign Tickets To Another Agent Freshdesk