Saltstack Freshdesk – effortless omnichannel service

So we are talking about…Saltstack Freshdesk…you can use freshdesk for customer service so let’s get started to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na start and that will fill your basic control panel 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 aid desk you can validate your e-mail and listed below that you can see you can add your language whatever type 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 listed below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i ought 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 contacted via phone email social media chat or forms and listed below that you can add your consumer support email so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody 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 invite them over here successive over here we have our dashboard 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 reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your client satisfaction and you can see the percentage of favorable actions or unfavorable actions even neutral responses and the overall reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na offer you a nice little suggestion on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate and high ones will be on the top 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 wish 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 according to your needs and next up below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your service tab is a general sort of info tab which allows you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume patterns so you can Saltstack Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered 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 productivity support operation and your general account settings over here you can view the development or the information of a particular 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 development you have actually made what milestones that you have reached and how much efficiency each agent has you can view that from over here returning into tickets i’m going to reveal you how you can solve 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 sort of ticket this is you can alter its status you can set its priority and you can also set what type of inquiry it is so what kind of question 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 include this note now i’m going to respond to the consumer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have responded to this client you can also delete your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable sort of reaction you require to provide to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting going with us refunds and orders info gifts and coupons 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 how long will delivery take that’s a question that is typically asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is various 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 types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a customer concern 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 sort of responses again and again so this is a really easy formula for your agents to follow so they can quickly respond to emails so another terrific feature that freshdesk truly supplies is developing groups so if you click on groups in the admin section you can create various groups for various functions so if a ticket and an issue is associated with billing you can appoint a group member so over here i’ve assigned myself in this group and that individual might specify their role and make them the leader of this sort of billing ticket besides that you can likewise appoint different in the group area you can also assign various tickets to various groups and when 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 consumers may have raised a specific scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll capture you people in the next video Saltstack Freshdesk