Reporting On Ticket Status Freshdesk – effortless omnichannel service

So we are talking about…Reporting On Ticket Status Freshdesk…you can use freshdesk for customer service 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 soon as you register you’re gon na begin which will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever sort of language you want on your site change the color of your logo design 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 likewise gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be gotten in touch with through phone email social media chat or forms and below that you can include your customer support 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 team so if you have a group 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 dashboard shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and below that you have your consumer complete satisfaction and you can see the percentage of positive reactions or negative actions even neutral reactions and the total responses that you have received on the ideal 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 include it over here and it’s gon na give you a good little suggestion on your basic control panel 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 arrange 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 ideal 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 appointed to a specific 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 listed below that you have your basic contact and companies so you can see those whichever manner in which you have called individuals you can see their e-mail addresses uh their company 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 solution tab is a basic kind of info tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental general overview 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 thorough ticket analysis and you can also see your ticket volume trends so you can Reporting On Ticket Status Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold 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 team channels workflow agent performance support operation and your general account settings over here you can see the development or the details of a certain employee or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what sort of development you have actually made what turning points that you have actually reached and how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 specific classification what type of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what kind of question it is you can also designate a specific representative to this question so you can simply add a note basically 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 include this note now i’m going to reply to the consumer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m simply going to send that and now i have actually responded to this client you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of action you need to give to each of your customers 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 basic getting going with us orders and refunds details gifts and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will delivery take that’s a question that is typically asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is different however i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested options and you can see various posts that are a pre-written answer to a client concern and you can just place that pre-written info into your reaction and send it without needing to

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retype the same sort of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another excellent feature that freshdesk truly offers is creating groups so if you click on groups in the admin area you can create different groups for various purposes so if a ticket and an issue is related to billing you can designate a group member so over here i’ve appointed myself in this group which person might specify their function and make them the leader of this sort of billing ticket besides that you can also designate various in the group area you can likewise appoint various tickets to different groups and as soon as 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 customer escalations where clients might have elevated a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you men in the next video Reporting On Ticket Status Freshdesk