Robert Space Industries Freshdesk – effortless omnichannel service

So we are talking about…Robert Space Industries Freshdesk…you can use freshdesk for customer care so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na begin and that will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can confirm your e-mail and below that you can see you can add 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 go with a pink and listed 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 therefore you can update those and next you’re gon na choose your support channel so how you can be contacted via phone email social media chat or kinds and listed below that you can add your client assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can invite someone to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard reveals our

 

unsolved 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 give you a graph that shows you the trends so if the tickets are selling out better or worse it’s going to show you a nice trend and listed below that you have your customer satisfaction and you can see the percentage of favorable actions or negative actions even neutral actions and the overall 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 add to your to-do list you’re gon na include it over here and it’s gon na offer you a great little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see high and immediate ones will be on the top 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 wish to view if you want to see the tickets that are designated 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 requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your option tab is a general kind of info tab which allows 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 miscellaneous you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the standard general summary of how many tickets you may 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 see your ticket volume patterns so you can Robert Space Industries Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what kind of development you have made what turning points that you have actually reached and how much performance each agent has you can view that from over here going back 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 category what type of ticket this is you can alter its status you can set its concern and you can likewise set what sort of question it is so what type of concern it is you can likewise assign a specific representative to this inquiry so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving 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 enter hi matt rogers that’s the client 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 replied to this client you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have basic getting started with us orders and refunds info gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is different but i’m simply picking this as a sample and now i’m simply 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 customer on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your response and send it without needing to

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retype the same type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to e-mails so another great feature that freshdesk truly provides is creating groups so if you click on groups in the admin section you can create various groups for various purposes so if a ticket and a problem is associated with billing you can designate a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this kind of billing ticket besides that you can also designate different in the group section you can also designate different tickets to various 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 customer escalations where consumers might have raised a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and practical and i’ll catch you guys in the next video Robert Space Industries Freshdesk