Sam Jenner Freshdesk – effortless omnichannel service

So we are talking about…Sam Jenner Freshdesk…you can use freshdesk for customer care so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you register you’re gon na get going and that will load your basic dashboard so when you’re beginning 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 validate your email and below that you can see you can include your language whatever type of language you want on your site alter the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called via phone email social networks chat or kinds and below that you can add your customer assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a team 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 dashboard our control panel shows our

 

unsettled 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 chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice pattern and below that you have your client fulfillment and you can see the percentage of positive responses or unfavorable responses even neutral responses and the overall responses that you have gotten on the best side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na add it over here and it’s gon na offer you a good little reminder 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 say let’s sort them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what sort of tickets you want to view if you want to see the tickets that are designated to a specific individual 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 business so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your service tab is a basic sort of info tab which permits you to view your email marketing your legal requirements

Get Sam Jenner Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is type of various you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the fundamental general overview of how many tickets you might 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 see your ticket volume patterns so you can Sam Jenner Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or reduce 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 team channels workflow agent efficiency assistance operation and your basic account settings over here you can see the progress or the information of a certain staff member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what sort of progress you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can view 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 specific classification what type of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what kind of question it is you can also designate a particular representative to this query so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be solving 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 respond to the customer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have responded to this client you can also 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 service that’s running this ticketing service and you have a comparable sort of action you need to give to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic beginning with us orders and refunds info gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will shipment take that’s a concern that is often asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket obviously the concern is various however i’m simply picking 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 customer on the bottom left you can see recommended options and canned forms so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a client question and you can simply insert that pre-written info into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same type of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another great feature that freshdesk really offers is creating groups so if you click on groups in the admin area you can produce different groups for various functions so if a ticket and a concern is associated with billing you can designate a group member so over here i’ve appointed myself in this group which person could specify their role and make them the leader of this kind of billing ticket other than that you can also designate different in the group section you can likewise designate various tickets to different groups and when 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 client escalations where customers may have elevated a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you men in the next video Sam Jenner Freshdesk