Salesforce Case Management Vs Freshdesk – effortless omnichannel service

So we are talking about…Salesforce Case Management Vs Freshdesk…you can utilize freshdesk for customer care 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 information and sign up for complimentary as quickly as you sign up you’re gon na get going which will fill your basic control panel 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 verify your email and below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo 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 also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called through phone e-mail social networks chat or forms and below that you can include your client support 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 group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and below that you have your consumer complete satisfaction and you can see the percentage of positive responses or negative responses even neutral actions and the overall 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 to-do list you’re gon na add it over here and it’s gon na offer you a good little reminder on your basic dashboard 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 sort them by their status and now you can see high and immediate ones will be on the top nevertheless 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 type of tickets you wish to view if you wish to see the tickets that are assigned 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 below that you have your basic contact and companies so you can see those whichever manner in which you have called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your services tab so your service tab is a general type of information tab which allows you to view your e-mail marketing your legal requirements

Get Salesforce Case Management Vs Freshdesk support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Salesforce Case Management Vs Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent 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 different channels of interaction you can also view your workflow and what kind of progress you have actually made what turning points that you have actually reached and how much productivity each agent has you can view 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 likewise set what type of query it is so what type of concern it is you can likewise designate a particular representative to this query so you can simply include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 consumer so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have actually responded to this client you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of response you need 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 classifications you have basic starting with us refunds and orders info gifts 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 frequently asked you can simply publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket certainly 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 respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions 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 customer concern and you can just place that pre-written details into your reaction and send it without needing to

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retype the exact same sort of responses again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another terrific feature that freshdesk truly provides is producing groups so if you click on groups in the admin section you can develop various groups for different purposes so if a ticket and a problem is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which person could define their role and make them the leader of this kind of billing ticket besides that you can also assign different in the group area you can also assign different tickets to various 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 customer escalations where customers might have elevated a certain situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you men in the next video Salesforce Case Management Vs Freshdesk