Ricardo Soto Freshdesk – effortless omnichannel service

So we are talking about…Ricardo Soto Freshdesk…you can utilize freshdesk for client service so let’s begin 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 free as soon as you register you’re gon na get going and that will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your email and below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update 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 listed below that you can add your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team 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

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and listed below that you have your customer satisfaction and you can see the percentage of unfavorable responses or positive actions even neutral responses and the total responses that you have actually received on the best side you’re gon na have your order of business so something that you need to contribute 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 proceed to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the leading nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what sort of tickets you wish to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can view those whichever way that you have actually contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type 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 enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your solutions tab and below the services tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume trends so you can Ricardo Soto Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or so what is the boost or reduce in these sales you can see receiving 7 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 see the progress or the information of a particular employee or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what sort of progress you have actually made what turning points that you have reached and how much efficiency each representative has you can see that from over here going back 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 particular category what kind of ticket this is you can change its status you can set its concern and you can likewise set what kind of query it is so what type of question it is you can likewise designate a particular agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be solving 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 add this note now i’m going to reply to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send that and now i have actually responded to this client you can also delete your actions within 10 seconds so if you make a mistake 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 comparable kind of reaction you require to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general beginning with us refunds and orders information gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will shipment take that’s a question that is typically asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is different however i’m just selecting this as a sample and now i’m simply going to choose 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 suggested options and canned kinds so you’re going to click on suggested options and you can see different short articles that are a pre-written answer to a consumer 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 very same type of answers again and again so this is a very simple formula for your agents to follow so they can quickly respond to emails so another great feature that freshdesk truly supplies is creating groups so if you click groups in the admin section you can produce different groups for various purposes so if a ticket and a problem is connected to billing you can designate a group member so over here i have actually designated myself in this group which individual could define their role and make them the leader of this kind of billing ticket aside from that you can also assign various in the group section you can likewise designate different tickets to various groups and once 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 client escalations where customers may have elevated a certain circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and valuable and i’ll catch you people in the next video Ricardo Soto Freshdesk