Recordpoint Freshdesk – effortless omnichannel service

So we are talking about…Recordpoint Freshdesk…you can utilize freshdesk for customer care so let’s start first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you sign up you’re gon na start and that will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can verify your email and listed below that you can see you can include your language whatever type of language you want 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 also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone email social networks chat or forms and below that you can include your client support email so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a team 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 control panel our dashboard shows our

 

unsettled 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 patterns so if the tickets are selling out much better or worse it’s going to show you a nice trend and below that you have your consumer complete satisfaction and you can see the percentage of negative responses or favorable actions even neutral reactions and the total reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na give you a great little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see high and immediate ones will be on the top however 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 see if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can see those whichever manner in which you have actually called people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your services tab so your service tab is a basic sort of details tab which allows 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 type of miscellaneous you will discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume patterns so you can Recordpoint Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can view the progress or the details of a specific staff member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much performance each agent has you can see that from over here returning 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 add tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of question it is you can also assign a specific agent to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your issue 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 respond to the client so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually replied to this client you can also delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you require to give to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have general starting with us orders and refunds information gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery take that’s a question that is often asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different but i’m simply picking this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended solutions and canned forms so you’re going to click on recommended solutions and you can see various short articles that are a pre-written answer to a client question and you can simply place that pre-written information into your action and send it without needing to

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retype the very same sort of responses again and again so this is a very simple formula for your representatives to follow so they can quickly react to emails so another terrific feature that freshdesk truly supplies is producing groups so if you click groups in the admin section you can create different groups for different functions so if a ticket and a concern is connected to billing you can designate a group member so over here i’ve assigned myself in this group which person might specify their role and make them the leader of this sort of billing ticket other than that you can likewise assign different in the group section you can likewise assign different tickets to various groups and once 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 consumer escalations where customers might have elevated a particular circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you guys in the next video Recordpoint Freshdesk