Rocketchat Freshdesk – effortless omnichannel service

So we are talking about…Rocketchat Freshdesk…you can utilize freshdesk for customer support so let’s start first of all you’re gon na start your 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 get going which will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can confirm 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 so as you can see i’m gon na go with 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 need to make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be called by means of phone e-mail social networks chat or kinds and listed below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel reveals our

 

unsettled tickets overdue 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 much better or worse it’s going to reveal you a great trend and listed below that you have your client complete satisfaction and you can see the percentage of negative actions or positive actions even neutral responses 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 contribute to your order of business you’re gon na include it over here and it’s gon na give 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 urgent and high ones will be on the top nevertheless 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 sort of tickets you want to see if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have gotten in touch with people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your solutions tab so your service tab is a general type of details 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 type of miscellaneous you will find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the basic general overview of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Rocketchat Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can see the progress or the details of a specific staff member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what type of progress you have actually made what turning points that you have actually reached and how much performance each agent has you can see that from over here going back 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 change its status you can set its concern and you can likewise set what kind of query it is so what kind of concern it is you can likewise designate 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 fixing your ticket your problem 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 reply to the client so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product 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 slip up you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable type of action you need to give to each of your clients 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 starting with us refunds and orders details presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for how long will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is different however i’m simply 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 responding to a client on the bottom left you can see recommended options and canned types so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a consumer question and you can simply insert that pre-written details into your response and send it without needing to

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retype the exact same kind of responses again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another fantastic function that freshdesk truly provides is producing groups so if you click on groups in the admin area you can produce various groups for various functions so if a concern and a ticket is related to billing you can designate a group member so over here i have actually designated myself in this group and that individual might define their role and make them the leader of this sort of billing ticket besides that you can likewise assign different in the group section you can likewise designate different tickets to various 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 client escalations where customers might have raised a specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you guys in the next video Rocketchat Freshdesk