Restrict Ticket Fields Per Agent In Freshdesk – effortless omnichannel service

So we are talking about…Restrict Ticket Fields Per Agent In Freshdesk…you can use freshdesk for customer 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 register you’re gon na begin and that 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 below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise alter 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 support channel so how you can be called via phone e-mail social media chat or types and listed below that you can include your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel shows 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 give you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a good trend and listed below that you have your client satisfaction and you can see the portion of favorable reactions or unfavorable responses even neutral reactions and the total reactions that you have actually received on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a great 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 sort 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 ideal side you can see over here you can filter out what kind of tickets you wish to see if you wish to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your solution tab is a general kind of details 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 various you will find it in your services tab and below the solutions tab you have your reports and analytics reports are the basic general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Restrict Ticket Fields Per Agent In Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can view the progress or the information of a particular staff member or a group member and below that you can see your various channels of interaction you can also see your workflow and what kind of progress you have actually made what milestones that you have reached and how much productivity each representative has you can see that from over here returning 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 specific classification what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of question it is so what kind of concern it is you can also assign a specific representative to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to just 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 client so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send that and now i have actually replied to this consumer you can also delete your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of reaction 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 basic beginning with us refunds and orders information presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m just gon na as a sample just choose this ticket obviously the concern is different but i’m just picking this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended solutions and canned types so you’re going to click suggested options and you can see different posts that are a pre-written answer to a customer question and you can simply insert that pre-written information into your action and send it without having to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to e-mails so another terrific feature that freshdesk actually offers is producing groups so if you click groups in the admin area you can develop different groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which person could define their role and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group section you can also appoint various tickets to various 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 customer escalations where clients may have elevated a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll catch you men in the next video Restrict Ticket Fields Per Agent In Freshdesk