Salesforce Freshdesk Setup – effortless omnichannel service

So we are talking about…Salesforce Freshdesk Setup…you can utilize freshdesk for customer service so let’s start first off 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 begin and that will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm your email and listed below that you can see you can add your language whatever sort of language you desire 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 change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be called via phone e-mail social media chat or types and listed below that you can include your client assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel shows 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 even worse it’s going to reveal you a great pattern and below that you have your customer complete satisfaction and you can see the percentage of negative reactions or favorable actions even neutral actions and the overall reactions that you have gotten on the ideal side you’re gon na have your order of business 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 provide you a good little reminder on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see high and immediate 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 type of tickets you wish to view if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs 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 telephone number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a basic type of information tab which permits you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the basic general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Salesforce Freshdesk Setup

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the information of a specific staff member or a group member and below that you can see your different channels of communication you can also see your workflow and what type of development you have made what turning points that you have reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal you how you can deal with 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 classification what type of ticket this is you can change its status you can set its concern and you can likewise set what sort of query it is so what type of concern it is you can likewise appoint a particular representative to this query so you can just add a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue 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 reply to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have actually responded to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you require to give to each of your clients 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 general getting going with us orders and refunds details gifts and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will delivery take that’s a question that is often asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the concern is different but i’m simply picking this as a sample and now i’m just 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 customer on the bottom left you can see recommended options 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 question and you can just insert that pre-written info into your reaction and send it without needing to

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retype the same type of answers again and again so this is a very simple formula for your agents to follow so they can easily react to emails so another great function that freshdesk actually supplies is creating groups so if you click groups in the admin area you can develop various groups for various purposes so if a ticket and an issue is connected to billing you can assign a group member so over here i’ve assigned myself in this group which person could define their role and make them the leader of this sort of billing ticket other than that you can likewise appoint different in the group area you can likewise appoint 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 client escalations where customers may have elevated a certain 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 helpful and i’ll capture you people in the next video Salesforce Freshdesk Setup