Rockwell Collins Freshdesk – effortless omnichannel service

So we are talking about…Rockwell Collins Freshdesk…you can use freshdesk for customer care so let’s get going first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na begin which will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can validate your email and below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or types and below that you can add your customer support email so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our dashboard shows our

 

unresolved 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 reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great trend and below that you have your consumer complete satisfaction and you can see the portion of favorable actions or negative responses even neutral reactions and the total responses that you have received on the right 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 provide you a good little pointer on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see urgent and high 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 type of tickets you want to view if you wish to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to 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 gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your option tab is a basic type of information tab which enables you to see your email 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 solutions tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume patterns so you can Rockwell Collins Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of development you have actually made what turning points that you have actually reached and how much performance each representative 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 add tags you can put it in a particular category what type of ticket this is you can change its status you can set its top priority and you can likewise set what kind of inquiry it is so what type of concern it is you can also appoint a specific agent to this inquiry so you can simply add a note basically reply

 

tto this person and now i’m going to simply 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 consumer so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have replied to this consumer you can also delete 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 service that’s running this ticketing service and you have a similar type of response you need to offer to each of your consumers 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 going with us orders and refunds info gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a concern that is frequently asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket clearly the question is different however i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned types so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a customer concern and you can just place that pre-written information 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 very simple formula for your agents to follow so they can quickly react to e-mails so another terrific function that freshdesk actually provides is developing groups so if you click on groups in the admin area you can create various groups for different purposes so if a ticket and an issue is associated with billing you can designate a group member so over here i’ve appointed myself in this group and that individual could define their function and make them the leader of this kind of billing ticket other than that you can also designate various in the group area 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 consumer escalations where clients might have raised a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you men in the next video Rockwell Collins Freshdesk