Salesforce Freshdesk Tickets – effortless omnichannel service

So we are talking about…Salesforce Freshdesk Tickets…you can use freshdesk for customer service so let’s begin 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 sign up for free as quickly as you register you’re gon na get going which will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can validate 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 so as you can see i’m gon na go with a pink and 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 therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be called through phone e-mail social networks chat or forms and listed below that you can include your customer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a good trend and below that you have your consumer satisfaction and you can see the percentage of positive reactions or unfavorable responses even neutral actions and the overall reactions that you have actually received on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a great little reminder on your basic control panel and now on the left side we’re gon na proceed 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 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 kind of tickets you want to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your solution tab is a general kind of info tab which enables you to see 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 find it in your services tab and below the options tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Salesforce Freshdesk Tickets

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can view the development or the details of a specific team member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what kind of progress you have actually made what turning points that you have reached and just how much performance each representative has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 kind of ticket this is you can change its status you can set its priority and you can also set what kind of question it is so what type of concern it is you can also appoint a specific agent to this query so you can simply add a note basically respond

 

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 upgrade the status i’m going to include this note now i’m going to respond to the customer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have actually responded to this consumer you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable type of action you need to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic getting going with us orders and refunds details gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see how long will delivery take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is different but i’m simply selecting this as a sample and now i’m just going to choose 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 recommended solutions and canned forms so you’re going to click on suggested solutions and you can see different articles that are a pre-written answer to a consumer question and you can just insert that pre-written details into your action and send it without having to

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retype the very same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily respond to e-mails so another great function that freshdesk really supplies is producing groups so if you click on groups in the admin section you can create different groups for different purposes so if a concern and a ticket is related to billing you can assign a group member so over here i’ve designated myself in this group and that individual could define their role and make them the leader of this sort of billing ticket aside from that you can likewise designate various in the group section you can likewise designate various tickets to different 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 consumers might have raised a specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you men in the next video Salesforce Freshdesk Tickets