Replies Freshdesk – effortless omnichannel service

So we are talking about…Replies Freshdesk…you can utilize freshdesk for client service so let’s get started first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you sign up you’re gon na begin and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can verify your email and below that you can see you can include your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na choose a pink and below that you can also alter your menu color so i’m likewise 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 choose your assistance channel so how you can be called via phone email social media chat or types and listed below that you can include your customer assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our dashboard reveals 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 offer you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good trend and listed below that you have your consumer complete satisfaction and you can see the portion of unfavorable responses or favorable responses even neutral reactions and the total responses that you have received on the best side you’re gon na have your to-do list 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 offer you a nice little tip 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 simply state let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 want to see if you wish to see the tickets that are designated 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 needs and successive below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your option tab is a general sort of info tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will discover it in your options tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Replies Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the development or the details of a particular team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what sort of development you have actually made what milestones that you have reached and how much efficiency each representative has you can see that from over here going back into tickets i’m going to reveal 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 include tags you can put it in a particular 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 query it is so what type of concern it is you can likewise appoint a specific agent to this query so you can just add a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 client so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have replied to this customer you can also erase your actions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of reaction you need to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general starting with us orders and refunds info gifts and vouchers and realities 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 the length of time will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket obviously the question is different but i’m simply 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 replying to a client on the bottom left you can see suggested solutions and canned forms so you’re going to click on recommended options and you can see various articles that are a pre-written answer to a customer concern and you can just place that pre-written information into your action and send it without needing to

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retype the exact same sort of responses again and again so this is a really easy formula for your agents to follow so they can easily react to emails so another great function that freshdesk truly offers is developing groups so if you click groups in the admin section you can create various groups for different functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this kind of billing ticket other than that you can likewise assign various in the group area you can also appoint various tickets to various 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 consumers may have elevated a particular situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Replies Freshdesk