Rubygems Freshdesk – effortless omnichannel service

So we are talking about…Rubygems Freshdesk…you can use freshdesk for client service so let’s get going first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na get going and that will pack your basic dashboard 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 personalize your help desk you can validate your e-mail and listed below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be called via phone email social networks chat or types and listed below that you can include your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up 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 listed below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice trend and listed below that you have your consumer fulfillment and you can see the percentage of positive actions or negative reactions even neutral actions and the total actions that you have received on the best side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na give you a good little tip 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 just state let’s arrange 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 ideal side you can see over here you can filter out what type of tickets you want to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can view 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 type of account details that you have about them below that you have your options tab so your service tab is a general sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will discover it in your solutions tab and listed below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Rubygems Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view 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 also view your workflow and what kind of progress you have made what milestones that you have actually reached and just how much efficiency each representative has you can see 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 classification what type of ticket this is you can alter its status you can set its top priority and you can also set what type of inquiry it is so what kind of concern it is you can also assign a particular agent to this inquiry so you can simply add a note basically respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s immediately going to key 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 consumer you can likewise delete 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 service that’s running this ticketing service and you have a comparable kind of response you require to give 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 classifications you have basic beginning with us orders and refunds details presents and coupons and realities 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 the length of time will delivery take that’s a concern that is often asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the question is different however i’m just selecting this as a sample and now i’m simply 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 consumer on the bottom left you can see recommended solutions and canned types so you’re going to click suggested options and you can see different articles that are a pre-written answer to a consumer concern and you can just insert that pre-written information into your response and send it without needing to

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retype the very same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to e-mails so another great feature that freshdesk truly supplies is producing groups so if you click groups in the admin section you can develop various groups for different purposes so if a ticket and a concern is associated with billing you can designate a group member so over here i have actually assigned myself in this group which person could specify their function and make them the leader of this sort of billing ticket besides that you can also designate different in the group section you can likewise assign various tickets to different groups and once 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 clients might have raised a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you guys in the next video Rubygems Freshdesk