Report Specific Metrics Freshdesk – effortless omnichannel service

So we are talking about…Report Specific Metrics Freshdesk…you can utilize freshdesk for client service so let’s get going first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na get started which will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can validate your e-mail and listed below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with through phone e-mail social media chat or types and listed below that you can include your customer support email so if somebody 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 welcome them over here next up over here we have our control panel our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your consumer complete satisfaction and you can see the portion of favorable actions or unfavorable reactions even neutral actions and the overall responses that you have received on the best 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 include it over here and it’s gon na give you a good little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say let’s arrange them by their status and now you can see immediate and high 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 sort of tickets you wish to see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your option tab is a basic sort of information 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 type of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the basic general introduction 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 Report Specific Metrics Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the increase 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 agent performance support operation and your general account settings over here you can see the progress or the details of a certain team member or a group member and listed below that you can see your different channels of communication you can also view your workflow and what sort of progress you have actually made what turning points that you have reached and just how much productivity each representative has you can view that from over here going back into tickets i’m going to show you how you can deal with 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 kind of ticket this is you can alter its status you can set its concern and you can likewise set what type of inquiry it is so what type 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 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 include 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 consumer name this is jane doe what might be the concern with your item i’m just going to send that and now i have replied to this client you can also delete your responses 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 an organization that’s running this ticketing service and you have a comparable kind of reaction you need to provide to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general getting started with us orders and refunds information presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see how long will delivery take that’s a question that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is various but i’m simply choosing this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested services and canned forms so you’re going to click on recommended options and you can see various posts that are a pre-written answer to a client question and you can just insert that pre-written details into your action and send it without needing to

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retype the very same kind of responses again and again so this is a very easy formula for your agents to follow so they can easily respond to emails so another excellent function that freshdesk actually supplies is producing groups so if you click on groups in the admin section you can produce different groups for different purposes so if a ticket and a concern is connected to billing you can appoint a group member so over here i have actually appointed myself in this group and that individual might specify their function 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 appoint 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 might have elevated a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and valuable and i’ll capture you men in the next video Report Specific Metrics Freshdesk