Ryan Nichols Freshdesk – effortless omnichannel service

So we are talking about…Ryan Nichols Freshdesk…you can use freshdesk for customer service so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na get started and that will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone email social media chat or types and below that you can add your customer support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard 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 give you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a good trend and below that you have your customer satisfaction and you can see the percentage of negative reactions or positive responses even neutral responses and the total actions that you have received on the ideal side you’re gon na have your to-do list 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 good little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say 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 kind of tickets you wish to view if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on 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 actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your option tab is a basic sort of info tab which enables you to view your email marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the solutions tab you have your reports and analytics reports are the standard general introduction 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 extensive ticket analysis and you can also view your ticket volume trends so you can Ryan Nichols Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view the development or the details of a specific team member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what kind of progress you have actually made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to show you how you can solve a ticket so over here at the top we have how can i refund my order and over here you can see you can include tags you can put it in a specific category what type of ticket this is you can alter its status you can set its concern and you can also set what type of inquiry it is so what kind of concern it is you can likewise assign a specific representative to this query so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your concern 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 reply to the customer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar sort of response you need to offer to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us refunds and orders 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 offered and let’s see for how long will delivery take that’s a question that is often asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is different however i’m just choosing this as a sample and now i’m simply going to select 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 services and canned types so you’re going to click on recommended 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 info into your response and send it without having to

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retype the exact same kind of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly react to emails so another great feature that freshdesk truly supplies is developing groups so if you click on groups in the admin section you can create different groups for various functions so if a ticket and a concern is connected to billing you can assign a group member so over here i have actually appointed myself in this group which person might define their function and make them the leader of this type 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 customer escalations where clients might have raised a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and helpful and i’ll capture you men in the next video Ryan Nichols Freshdesk