Ringcentral Freshdesk Talk – effortless omnichannel service

So we are talking about…Ringcentral Freshdesk Talk…you can use freshdesk for customer support so let’s start to begin with you’re gon na begin 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 sign up you’re gon na get started 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 set up your account so over here and personalize your assistance desk you can confirm your e-mail and below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and below that you can add your consumer assistance 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 team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a nice trend and below that you have your consumer satisfaction and you can see the portion of unfavorable actions or positive reactions even neutral actions and the total responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a good little reminder 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 simply say 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 kind of tickets you want to see if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can see those whichever manner in which you have called individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your option tab is a basic type of info tab which permits you to view your email marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will discover it in your options tab and below the options tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Ringcentral Freshdesk Talk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency support operation and your general account settings over here you can view the progress or the details of a specific team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what sort of development you have actually made what milestones that you have actually reached and how much performance each agent has you can view that from over here returning into tickets i’m going to reveal you how you can resolve 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 type 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 type of question it is you can also designate a specific representative to this inquiry so you can just include a note essentially reply

 

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 update the status i’m going to include this note now i’m going to respond to the client so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send that and now i have responded to this consumer you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar sort of response you need to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders info presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will shipment take that’s a concern that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is different but i’m just selecting 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 customer on the bottom left you can see suggested services and canned forms so you’re going to click recommended services and you can see different short articles that are a pre-written answer to a customer question and you can just insert that pre-written info into your response 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 simple formula for your agents to follow so they can quickly react to e-mails so another excellent feature that freshdesk truly supplies is developing groups so if you click groups in the admin section you can develop different groups for various purposes so if a ticket and a concern is related to billing you can designate a group member so over here i’ve assigned myself in this group which person might specify their role and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group section you can likewise appoint various tickets to different groups and as soon as 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 elevated a particular scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and valuable and i’ll capture you people in the next video Ringcentral Freshdesk Talk