Resman Freshdesk – effortless omnichannel service

So we are talking about…Resman Freshdesk…you can utilize freshdesk for customer service so let’s start first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na begin which will pack your basic dashboard 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 customize your help desk you can confirm your e-mail and below that you can see you can add your language whatever kind of language you desire 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 likewise 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 support channel so how you can be called through phone email social media chat or kinds and below that you can include your consumer assistance e-mail 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 group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel 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 provide you a chart that shows 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 customer complete satisfaction and you can see the percentage of positive responses or unfavorable actions even neutral reactions and the overall actions that you have received on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na offer you a nice little suggestion 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 urgent and high 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 type of tickets you want to view if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a general kind of details tab which permits you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your options tab and listed below the solutions tab you have your analytics and reports reports are the standard general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can Resman Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance assistance operation and your general account settings over here you can view the development or the details of a specific team member or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what type of development you have actually made what milestones that you have reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to reveal 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 type 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 question it is you can also designate a particular representative to this query so you can just include a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 respond to the consumer so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar 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 basic getting started with us refunds and orders details gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the concern is different but i’m just selecting this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a customer question and you can simply insert that pre-written details into your reaction and send it without having to

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retype the same sort of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond 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 produce various groups for various functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve assigned myself in this group and that individual could specify their role and make them the leader of this sort of billing ticket other than that you can likewise assign various in the group area you can likewise assign different tickets to different 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 clients might have elevated a certain situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll capture you guys in the next video Resman Freshdesk