Round Robin Assignment Freshdesk – effortless omnichannel service

So we are talking about…Round Robin Assignment Freshdesk…you can use freshdesk for customer service so let’s get going to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you register you’re gon na get started which will load your basic dashboard 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 aid desk you can confirm your email and below that you can see you can add your language whatever sort of language you desire 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 alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be called through phone e-mail social networks chat or kinds and below that you can add your customer assistance e-mail so if somebody 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 group that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel shows 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 provide you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice trend and below that you have your consumer satisfaction and you can see the percentage of unfavorable responses or favorable reactions even neutral responses and the overall responses that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice little reminder on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 want to view if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements 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 individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your services tab so your solution tab is a general kind of information tab which permits you to view your email marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will discover it in your services tab and below the options tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Round Robin Assignment Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent performance support operation and your general account settings over here you can view the progress or the information of a specific staff member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what sort of progress you have made what turning points that you have actually reached and just how much performance each agent has you can view that from over here returning into tickets i’m going to show 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 kind of question it is so what type of question it is you can also designate a specific agent to this inquiry so you can simply include a note essentially 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 upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to key in 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 responded to this consumer you can also erase your responses within 10 seconds so if you slip up you can erase 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 similar sort of action you require to provide to each of your customers 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 started with us refunds and orders info presents and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see for how long will shipment take that’s a concern that is typically asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket certainly the question is various but i’m simply choosing this as a sample and now i’m simply 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 options and you can see various articles that are a pre-written answer to a consumer question and you can just insert that pre-written info into your response and send it without needing to

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retype the same kind of answers again and again so this is a really simple formula for your representatives to follow so they can quickly react to e-mails so another fantastic function that freshdesk really offers is producing groups so if you click on groups in the admin section you can produce different groups for various functions so if a ticket and an issue is associated with billing you can assign a group member so over here i have actually appointed myself in this group which individual could specify their function and make them the leader of this type of billing ticket other than that you can likewise assign various in the group area you can also designate 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 customer escalations where clients might have raised a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you guys in the next video Round Robin Assignment Freshdesk