Salesforce Freshdesk Webinar – effortless omnichannel service

So we are talking about…Salesforce Freshdesk Webinar…you can utilize freshdesk for client service so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you register you’re gon na get started and that will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can validate your email and below that you can see you can include 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 choose 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 need to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone email social networks chat or forms and below that you can add your customer assistance email so if somebody is going to be contacting you you can set that e-mail 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 successive over here we have our control panel our dashboard 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 chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a good pattern and listed below that you have your client satisfaction and you can see the portion of positive reactions or negative responses even neutral actions and the total reactions that you have received on the right 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 give you a good little pointer 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 urgent and high ones will be on the leading nevertheless 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 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 see them over here you can filter them out according to your requirements and next up below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your solution tab is a general sort of details tab which enables you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your options tab and below the solutions tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume patterns so you can Salesforce Freshdesk Webinar

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can see the development or the details of a particular employee or a group member and listed below that you can see your different channels of communication you can also view your workflow and what sort of progress you have made what turning points that you have reached and just how much performance each agent has you can see that from over here going back into tickets i’m going to show 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of query it is so what kind of question it is you can also assign a specific representative to this query so you can just include a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving 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 include this note now i’m going to respond to the client so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have replied to this consumer you can also delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of action you need to offer 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 general getting going with us refunds and orders details gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is frequently asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the question is various however i’m simply picking this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see suggested options and canned kinds so you’re going to click on recommended options and you can see various articles that are a pre-written answer to a customer question and you can simply place that pre-written details into your action and send it without having to

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retype the very same type of responses again and again so this is a really simple formula for your representatives to follow so they can quickly respond to emails so another great function that freshdesk truly supplies is producing groups so if you click on groups in the admin area you can create different groups for different purposes so if a problem and a ticket is connected to billing you can designate a group member so over here i have actually assigned myself in this group which individual could specify their role and make them the leader of this sort of billing ticket aside from that you can likewise designate different in the group section you can likewise designate different tickets to different groups and once 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 clients may have raised a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you guys in the next video Salesforce Freshdesk Webinar