Rod Hielsen Freshdesk – effortless omnichannel service

So we are talking about…Rod Hielsen Freshdesk…you can use freshdesk for customer service so let’s start to begin with 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 totally free as soon as you sign up you’re gon na begin and that will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can verify your email and below that you can see you can add your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must 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 contacted via phone email social media chat or kinds and below that you can include your customer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and listed below that you have your client complete satisfaction and you can see the portion of negative reactions or favorable reactions even neutral responses and the overall reactions that you have actually received on the best 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 give you a great little suggestion on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange 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 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 see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their e-mail addresses uh their company 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 basic sort of info tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Rod Hielsen Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity support operation and your basic account settings over here you can view the progress or the details of a certain team member or a group member and below that you can see your various channels of communication you can also see your workflow and what type of progress you have actually made what turning points that you have reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal you how you can resolve 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 sort of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of question it is so what type of question it is you can also assign a specific agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your issue 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 respond to the client so it’s instantly going to type 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 replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable sort of action you need 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 categories you have basic beginning with us refunds and orders details gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will shipment take that’s a concern that is typically asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is various but i’m just choosing this as a sample and now i’m just 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 suggested services and canned types so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written details into your action and send it without having to

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retype the very same type of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly react to emails so another great feature that freshdesk actually provides is developing groups so if you click on groups in the admin area you can produce various groups for various purposes so if a problem and a ticket is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which individual could specify their function and make them the leader of this sort of billing ticket aside from that you can also designate various in the group area you can also assign various tickets to various groups and as soon as 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 specific scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you men in the next video Rod Hielsen Freshdesk