Rockstar Freshdesk Reply – effortless omnichannel service

So we are talking about…Rockstar Freshdesk Reply…you can use freshdesk for customer support so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na start and that will fill 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 kind of language you want on your site change the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called by means of phone email social media chat or kinds and listed below that you can include your customer support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody 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 dashboard reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your consumer fulfillment and you can see the percentage of unfavorable responses or favorable actions even neutral reactions and the overall reactions that you have received on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na offer you a nice 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 immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you want to see if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can see those whichever manner in which you have contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account details that you have about them below that you have your services tab so your option tab is a basic sort of info tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume patterns so you can Rockstar Freshdesk Reply

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative productivity 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 likewise view your workflow and what kind of development you have made what turning points that you have actually reached and how much efficiency each agent has you can see that from over here returning into tickets i’m going to reveal you how you can fix 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 priority and you can also set what type of inquiry it is so what kind of question it is you can likewise designate a particular agent to this question so you can just add a note generally respond

 

tto this person and now i’m going to just tell them i will be solving 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 add this note now i’m going to reply to the customer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have replied to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you need to offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually general starting with us orders and refunds information gifts 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 for how long will shipment take that’s a question that is often asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is various but i’m simply picking this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see recommended options and canned kinds so you’re going to click recommended options and you can see various posts that are a pre-written answer to a customer question and you can just place that pre-written information into your action and send it without having to

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retype the exact same sort of responses again and again so this is a very simple formula for your representatives to follow so they can easily respond to emails so another great function that freshdesk truly provides is producing groups so if you click groups in the admin section you can create various groups for different functions so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this sort of billing ticket other than that you can also appoint various in the group area you can likewise appoint different tickets to different 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 customer escalations where customers may have elevated a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you guys in the next video Rockstar Freshdesk Reply