Ringcentral Sms Freshdesk – effortless omnichannel service

So we are talking about…Ringcentral Sms Freshdesk…you can use freshdesk for client service so let’s get going to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you register you’re gon na begin which 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 personalize your help desk you can validate your email and listed below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore 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 kinds and listed below that you can include your customer assistance email 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 team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows our

 

unsettled tickets past due 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 reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice trend and listed below that you have your consumer satisfaction and you can see the portion of negative reactions or positive responses even neutral reactions and the overall actions that you have gotten on the right side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add 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 move on to tickets you can sort your tickets over here so let’s simply say let’s arrange 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 kind of tickets you want to view if you want 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 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 contact number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of info 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 kind of various you will find it in your options tab and below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Ringcentral Sms Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might 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 support operation and your general account settings over here you can view the progress or the information of a particular employee or a group member and below that you can see your different channels of communication you can also see your workflow and what type of development you have made what milestones that you have reached and how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal you how you can solve 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 category what type of ticket this is you can change its status you can set its top priority and you can also set what sort of inquiry it is so what type of concern it is you can likewise designate a specific agent to this inquiry so you can simply include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 reply to the customer 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 item i’m just going to send out that and now i have responded to this client you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of reaction you need to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic getting going with us refunds and orders information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will delivery take that’s a concern that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket obviously the question is various but 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 customer on the bottom left you can see suggested options and canned types so you’re going to click suggested options and you can see different articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your action and send it without needing to

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retype the very same kind of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another terrific function that freshdesk actually provides is producing groups so if you click groups in the admin section you can produce different groups for various purposes so if a concern and a ticket is related to billing you can designate a group member so over here i have actually assigned myself in this group which individual might specify their role and make them the leader of this sort of billing ticket besides that you can also designate 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 consumer escalations where consumers may have raised a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you guys in the next video Ringcentral Sms Freshdesk