Robert Tatsumi Freshdesk – effortless omnichannel service

So we are talking about…Robert Tatsumi Freshdesk…you can utilize freshdesk for customer service so let’s begin first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you sign up you’re gon na begin which will load 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 personalize your assistance desk you can confirm your e-mail and listed below that you can see you can include your language whatever sort of language you want on your site 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 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 update those and next you’re gon na pick your assistance channel so how you can be called via phone e-mail social networks chat or kinds and listed below that you can include your client support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our control panel reveals our

 

unresolved 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 offer you a graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice trend and listed below that you have your consumer complete satisfaction and you can see the percentage of negative reactions or favorable actions even neutral reactions and the overall actions that you have gotten on the ideal 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 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 simply say let’s sort them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your solution tab is a basic sort of information tab which permits 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 discover it in your solutions tab and below the services tab you have your analytics and reports reports are the basic general overview of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Robert Tatsumi Freshdesk

see on the best 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 receiving 7 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 general account settings over here you can see the development or the information of a certain employee or a group member and below that you can see your various channels of communication you can likewise see your workflow and what kind of development you have actually made what turning points that you have actually reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to reveal 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 include tags you can put it in a particular category what type of ticket this is you can alter its status you can set its concern and you can also set what type of query it is so what kind of concern it is you can also appoint a specific representative to this query so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 include this note now i’m going to reply to the client so it’s instantly going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m simply going to send that and now i have actually responded to this consumer you can likewise erase your actions 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 a company that’s running this ticketing service and you have a comparable sort of reaction you need to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general starting with us orders and refunds info 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 readily available and let’s see for how long will delivery take that’s a question that is often asked you can simply publish this draft and then return to ticketing i’m just gon na as a sample just select this ticket certainly the question is different however i’m just picking this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested services and canned types so you’re going to click on suggested solutions and you can see different posts that are a pre-written answer to a consumer concern and you can just place that pre-written details into your response and send it without having to

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retype the very same kind of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to e-mails so another excellent feature that freshdesk really provides is creating groups so if you click groups in the admin section you can develop various groups for different purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this type of billing ticket aside from that you can also designate different in the group section you can likewise designate different tickets to various groups and when 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 might have raised a particular scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll catch you guys in the next video Robert Tatsumi Freshdesk