Requires Freshdesk Guide Professional – effortless omnichannel service

So we are talking about…Requires Freshdesk Guide Professional…you can utilize freshdesk for customer support so let’s begin to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na get started which will load 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 customize your aid desk you can validate your e-mail and listed below that you can see you can include your language whatever type of language you desire on your site change the color of your logo so as you can see i’m gon na opt for a pink and below that you can likewise change 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 support channel so how you can be contacted via phone e-mail social networks chat or kinds and listed below that you can include your client support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody 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 reveals 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 offer you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a great trend and below that you have your consumer complete satisfaction and you can see the percentage of unfavorable reactions or positive actions even neutral actions and the overall actions that you have gotten on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a nice little pointer on your basic dashboard and now on the left side we’re gon na proceed 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 urgent and high ones will be on the leading however 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 type of tickets you want to view if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your service tab is a general type of information 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 sort of miscellaneous you will find it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the standard general overview of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Requires Freshdesk Guide Professional

see on the right side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the boost or decrease 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 team channels workflow agent productivity support operation and your basic account settings over here you can see the development 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 likewise view your workflow and what sort of progress you have made what milestones that you have reached and how much performance each representative has you can see that from over here going back into tickets i’m going to reveal you how you can solve 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 category what kind of ticket this is you can alter its status you can set its priority and you can also set what sort of question it is so what type of concern it is you can likewise appoint a specific agent to this inquiry so you can just add a note generally 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 include this note now i’m going to reply to the consumer so it’s instantly 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 that and now i have replied to this customer you can likewise delete your actions within 10 seconds so if you make a mistake 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 comparable kind of reaction you require to give to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually general beginning with us orders and refunds info presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will shipment take that’s a concern that is typically asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is different however 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 replying to a consumer on the bottom left you can see recommended services and canned forms so you’re going to click suggested services and you can see various posts that are a pre-written answer to a client concern and you can simply place that pre-written details into your action and send it without having to

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retype the same kind of responses again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another great feature that freshdesk actually offers is producing groups so if you click on groups in the admin area you can create different groups for various functions so if a concern and a ticket is related to billing you can appoint 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 type of billing ticket aside from that you can likewise designate different in the group area you can likewise assign different tickets to various groups and once 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 customers might have raised a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Requires Freshdesk Guide Professional