Salesfoce Freshdesk – effortless omnichannel service

So we are talking about…Salesfoce Freshdesk…you can use freshdesk for client service so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na start which will pack your basic dashboard so when you’re getting started 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 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 likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be contacted through phone email social networks chat or types and listed below that you can include your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group 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

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give 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 pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of favorable responses or negative actions even neutral responses and the total actions that you have gotten on the best 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 add it over here and it’s gon na give you a nice little suggestion 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 say let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your service tab is a basic sort of info tab which allows you to view your email marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume patterns so you can Salesfoce Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might 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 listed below that you have your basic administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can see the progress or the details of a specific team member or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what sort of development you have actually made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal 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 particular category what type of ticket this is you can alter its status you can set its concern and you can also set what sort of inquiry it is so what type of concern it is you can likewise appoint a particular representative to this query so you can simply add a note basically reply

 

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 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 customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have replied to this consumer you can likewise erase your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable kind of action you require to provide to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic getting started with us orders and refunds information presents and vouchers and facts and questions 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 question that is frequently asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is various however i’m simply picking 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 suggested services and canned kinds so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a customer concern and you can simply place that pre-written information into your reaction and send it without needing to

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retype the exact same type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another fantastic feature that freshdesk truly provides is creating groups so if you click on groups in the admin section you can produce various groups for various functions so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve designated myself in this group which individual could specify their function and make them the leader of this type of billing ticket besides that you can also designate different in the group section you can also designate various tickets to various 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 customer escalations where clients may have raised a particular situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you people in the next video Salesfoce Freshdesk