Reports From Freshdesk – effortless omnichannel service

So we are talking about…Reports From Freshdesk…you can use freshdesk for customer service so let’s get going first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you sign up you’re gon na get going and that will fill your basic control panel 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 individualize your help desk you can validate your e-mail 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 listed below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be called by means of phone e-mail social media chat or types and below that you can include your consumer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard shows our

 

unsolved 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 reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your customer satisfaction and you can see the percentage of unfavorable responses or positive responses even neutral reactions and the total reactions that you have received on the ideal side you’re gon na have your order of business 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 offer you a nice little tip 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 simply say let’s sort them by their status and now you can see high and immediate 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 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 view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your option tab is a basic type of info tab which allows you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will find it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard general overview of the number of tickets you might 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 patterns so you can Reports From Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can view the progress or the details of a specific team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of development you have actually made what turning points that you have actually reached and just how much efficiency each agent has you can view 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its concern and you can also set what type of query it is so what type of concern it is you can also appoint a particular agent to this question so you can just include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be fixing 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 reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually replied to this consumer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails 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 clients 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 basic starting with us refunds and orders details presents and coupons and truths 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 for how long will shipment take that’s a concern that is frequently asked you can just release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different but i’m simply selecting this as a sample and now i’m just 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 consumer on the bottom left you can see suggested services and canned forms so you’re going to click on suggested solutions and you can see different posts that are a pre-written answer to a customer question and you can simply place that pre-written details into your action and send it without having to

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retype the exact same type of responses again and again so this is an extremely easy formula for your agents to follow so they can easily respond to emails so another terrific feature that freshdesk actually provides is creating groups so if you click groups in the admin area you can create various groups for different purposes so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group and that person could specify their role and make them the leader of this sort of billing ticket aside from that you can also appoint different in the group area you can likewise designate different tickets to different groups and when 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 clients might have raised a certain scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll capture you people in the next video Reports From Freshdesk