Saltlending Freshdesk – effortless omnichannel service

So we are talking about…Saltlending Freshdesk…you can utilize freshdesk for customer support so let’s get going to begin with 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 register you’re gon na begin and that 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 personalize your assistance desk you can confirm your e-mail and below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with through phone email social media chat or forms and below that you can include your consumer support email so if somebody is going to be calling you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody 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 dashboard shows 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 provide you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern and below that you have your client fulfillment and you can see the percentage of unfavorable actions or positive actions even neutral responses and the total reactions that you have gotten on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a good little suggestion 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 arrange them by their status and now you can see high and immediate 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 want to see if you want 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 based on your requirements and successive listed below that you have your basic contact and companies so you can view those whichever way that you have called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your solution tab is a basic kind of information tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your options tab and below the options tab you have your reports and analytics reports are the standard general overview of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Saltlending Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance support operation and your general account settings over here you can view the progress or the details of a particular 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 kind of progress you have made what milestones that you have actually reached and how much efficiency each representative has you can view that from over here returning 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 add tags you can put it in a particular category what sort of ticket this is you can change its status you can set its concern and you can also set what kind of inquiry it is so what kind of question it is you can also assign a particular representative to this question so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be fixing 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 add this note now i’m going to reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m simply going to send that and now i have replied to this consumer you can also erase your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you require to give to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds details presents and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a question that is often asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is various however i’m just selecting this as a sample and now i’m simply 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 kinds so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written info into your action and send it without having to

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retype the same sort of responses again and again so this is a really simple formula for your agents to follow so they can quickly respond to e-mails so another great function that freshdesk actually provides is developing groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i have actually designated myself in this group which person could define their role and make them the leader of this sort of billing ticket besides that you can also appoint various in the group section you can also assign various tickets to different 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 consumer escalations where customers might have elevated a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll catch you men in the next video Saltlending Freshdesk