Saas Platform Freshdesk – effortless omnichannel service

So we are talking about…Saas Platform Freshdesk…you can use freshdesk for customer service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you register you’re gon na get started which will load your basic dashboard so when you’re getting going 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 email and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo design so as you can see i’m gon na choose 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 should make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted through phone email social media chat or types and listed below that you can include your consumer support email so if somebody 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 someone is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your consumer satisfaction and you can see the portion of negative responses or favorable reactions even neutral reactions and the overall responses that you have actually received on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na provide you a great little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s sort 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 sort of tickets you wish to view if you want to see the tickets that are appointed 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 next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your solution 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 announcements so if there is something that is type of miscellaneous you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume trends so you can Saas Platform Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can view the progress or the information 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 actually made what milestones that you have actually reached and how much performance each agent has you can see that from over here going back into tickets i’m going to reveal 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 specific category what type of ticket this is you can alter its status you can set its priority and you can likewise set what kind of inquiry it is so what type of concern it is you can likewise assign a specific agent to this inquiry so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem 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 immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have responded to this customer you can likewise delete your actions within 10 seconds so if you slip up you can delete 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 similar sort of action you need to provide to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic getting started with us refunds and orders details gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a concern that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is different 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 reply to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned kinds so you’re going to click suggested options and you can see various posts that are a pre-written answer to a client concern and you can just place that pre-written details into your response and send it without needing to

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retype the exact same kind of responses again and again so this is a really easy formula for your agents to follow so they can quickly react to emails so another excellent function that freshdesk truly supplies is producing groups so if you click on groups in the admin area you can create various groups for different purposes so if a concern and a ticket is connected to billing you can assign a group member so over here i’ve appointed myself in this group and that individual might define their role and make them the leader of this sort of billing ticket besides that you can also designate various in the group section you can also assign various tickets to different groups and as soon as 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 might have raised a certain situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you people in the next video Saas Platform Freshdesk