Redcritter Freshdesk – effortless omnichannel service

So we are talking about…Redcritter Freshdesk…you can utilize freshdesk for customer support so let’s get started to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you sign up you’re gon na begin which will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can verify your email and listed below that you can see you can add your language whatever type of language you desire on your site change the color of your logo design so as you can see i’m gon na choose 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 update those and next you’re gon na select your assistance channel so how you can be gotten in touch with through phone e-mail social media chat or kinds and listed below that you can add your client assistance 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 team 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 dashboard our control panel shows 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 provide you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your consumer satisfaction and you can see the portion of favorable actions or negative actions even neutral reactions and the total reactions that you have received on the ideal side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na give 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 arrange your tickets over here so let’s just 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 right side you can see over here you can filter out what sort of tickets you want to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your service tab is a general sort of information tab which permits you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general introduction of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Redcritter Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost 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 performance assistance operation and your general account settings over here you can view the progress or the information of a certain team member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of development you have actually made what milestones that you have reached and how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal 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 include tags you can put it in a particular category what type of ticket this is you can alter its status you can set its priority and you can likewise set what kind of query it is so what kind of question it is you can also designate a specific agent to this question so you can just add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually replied to this client you can likewise delete your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable type of action you need 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 classifications you have general getting started with us orders and refunds information gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will delivery take that’s a concern that is often asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is different however 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 reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your action and send it without having to

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retype the very same type of responses again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another terrific function that freshdesk actually offers is developing groups so if you click on groups in the admin area you can develop different groups for different purposes so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually assigned myself in this group and that individual could specify their role and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group area you can likewise assign various 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 client escalations where consumers may have raised a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you people in the next video Redcritter Freshdesk