Salad Freshdesk – effortless omnichannel service

So we are talking about…Salad Freshdesk…you can use freshdesk for customer support so let’s start to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you sign up you’re gon na get going which 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 personalize your assistance desk you can verify your e-mail and listed below that you can see you can include your language whatever type of language you desire on your site alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need 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 called through phone e-mail social media chat or types and below that you can include your consumer assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone to your team 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 dashboard reveals 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 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 great pattern and below that you have your consumer fulfillment and you can see the portion of favorable responses or negative responses even neutral reactions and the overall responses that you have actually gotten on the right 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 give you a great little tip 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 just say let’s arrange them by their status and now you can see high and urgent 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 sort of tickets you want to see if you want to see the tickets that are designated to a specific individual 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 companies so you can see those whichever way that you have actually called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your solution tab is a basic sort of info 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 miscellaneous you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the basic general overview of how many tickets you might have offered 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 patterns so you can Salad Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can see 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 see your workflow and what kind of development you have made what milestones that you have actually reached and how much productivity each agent has you can view that from over here returning 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 classification what type of ticket this is you can alter its status you can set its concern and you can likewise set what kind of inquiry it is so what kind of question it is you can also appoint a specific agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to just 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 reply to the client so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have responded to this consumer you can likewise erase your reactions within 10 seconds so if you slip up 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 comparable sort of action you require to give 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 basic getting going with us orders and refunds info presents and coupons and realities 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 the length of time will delivery take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket clearly the question is different but i’m simply 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 suggested services and canned forms so you’re going to click suggested options and you can see various short articles that are a pre-written answer to a customer question and you can just insert that pre-written details into your reaction and send it without having to

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retype the exact same type of answers again and again so this is a really easy formula for your agents to follow so they can easily react to e-mails so another excellent function that freshdesk truly supplies is creating groups so if you click groups in the admin section you can develop different groups for various purposes so if a ticket and a problem is related to billing you can assign a group member so over here i’ve appointed myself in this group which person might specify their role and make them the leader of this type of billing ticket besides that you can likewise appoint different in the group area you can likewise assign various tickets to different 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 client escalations where clients may have elevated a particular scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Salad Freshdesk