Rich Content Freshdesk – effortless omnichannel service

So we are talking about…Rich Content Freshdesk…you can use freshdesk for client service so let’s begin 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 sign up you’re gon na begin and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can confirm your email and listed below that you can see you can add your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called by means of phone email social networks chat or types and listed below that you can add your client assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can invite 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

 

unsolved 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and listed below that you have your client satisfaction and you can see the percentage of unfavorable reactions or favorable responses even neutral actions and the overall actions that you have received on the ideal side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na provide you a good little tip on your basic control panel 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 sort them by their status and now you can see immediate 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 sort of tickets you wish to see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can see those whichever way that you have gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your service tab is a basic sort of information tab which allows 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 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 basic general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume patterns so you can Rich Content Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase 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 group channels workflow agent productivity assistance operation and your basic account settings over here you can see the development or the information of a certain team member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what sort of progress you have made what turning points that you have reached and how much productivity each agent has you can see that from over here returning 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 add tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what kind of concern it is you can likewise assign a specific agent to this question so you can simply include a note generally respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually responded to this consumer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of response you need to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic getting going with us orders and refunds info presents and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a concern that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket certainly 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 reply to it and you can see when you’re replying 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 short articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your reaction and send it without having to

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retype the same kind of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another fantastic function that freshdesk really supplies is developing groups so if you click groups in the admin section you can create different groups for different functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which individual might define their role and make them the leader of this type of billing ticket other than that you can also designate different in the group area you can likewise assign various tickets to different groups and when 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 customer escalations where consumers may have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you men in the next video Rich Content Freshdesk