Ruby Kafka Freshdesk – effortless omnichannel service

So we are talking about…Ruby Kafka Freshdesk…you can use freshdesk for customer care so let’s start first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na get started which will fill your basic control panel so when you’re getting going 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 e-mail and below that you can see you can add your language whatever sort of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na pick 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 include your client support 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 group that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard 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 shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your consumer complete satisfaction and you can see the portion of favorable actions or unfavorable reactions even neutral responses and the overall reactions that you have received on the ideal side you’re gon na have your order of business 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 offer you a nice little suggestion on your basic dashboard 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 arrange 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 right side you can see over here you can filter out what kind of tickets you wish 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 according to your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually called people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your services tab so your service tab is a basic type of information tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the standard general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Ruby Kafka Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can see the development or the information of a certain staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what sort of development you have made what turning points that you have actually reached and how much performance each agent has you can view that from over here going back into tickets i’m going to show 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its top priority and you can also set what kind of query it is so what kind of question it is you can also designate a specific representative to this query so you can just add a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 respond to the customer so it’s instantly going to key in 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 out that and now i have replied to this consumer 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 an organization that’s running this ticketing service and you have a comparable sort of response you need to offer to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic getting going with us refunds and orders details presents and vouchers and truths 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 shipment take that’s a concern that is frequently asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is various but i’m just picking this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click on suggested solutions and you can see different articles that are a pre-written answer to a customer question and you can simply place that pre-written details into your reaction and send it without having to

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retype the exact same sort of answers again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another terrific feature that freshdesk truly supplies is creating groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and an issue is related to billing you can appoint a group member so over here i’ve assigned myself in this group which person could define their function and make them the leader of this kind of billing ticket aside from that you can likewise designate various in the group section you can likewise appoint 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 consumer escalations where customers may have elevated a certain situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you people in the next video Ruby Kafka Freshdesk