Samanage Freshdesk Integration – effortless omnichannel service

So we are talking about…Samanage Freshdesk Integration…you can utilize freshdesk for customer service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na begin and that will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can verify your e-mail and below that you can see you can add your language whatever kind 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 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 update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and listed below that you can add your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team 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 reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a great pattern and below that you have your consumer complete satisfaction and you can see the percentage of positive reactions or unfavorable responses even neutral reactions and the total actions that you have received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na give you a nice little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent ones will be on the leading nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you want to see if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of info tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your options tab and below the options tab you have your reports and analytics reports are the basic general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume trends so you can Samanage Freshdesk Integration

see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent productivity support operation and your general account settings over here you can view the progress or the details of a specific staff member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what milestones that you have reached and how much performance each representative has you can see that from over here going back into tickets i’m going to show you how you can deal with 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 specific category what kind of ticket this is you can change its status you can set its concern and you can likewise set what sort of question it is so what type of question it is you can also designate a particular agent to this query so you can just include a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern 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 automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually replied to this consumer you can also erase your actions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of reaction you require to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general starting with us refunds and orders information presents and discount coupons and truths 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 the length of time will delivery take that’s a question that is typically 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 different but i’m just choosing 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 options and canned forms so you’re going to click on recommended solutions and you can see different posts that are a pre-written answer to a client question and you can just insert that pre-written info into your response and send it without having to

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retype the exact same type of answers again and again so this is a really simple formula for your representatives to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk really supplies is developing groups so if you click on groups in the admin section you can produce different groups for various functions so if an issue and a ticket is connected to billing you can designate a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this sort of billing ticket aside from that you can also designate different in the group area you can also appoint various tickets to different 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 clients may have elevated a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you men in the next video Samanage Freshdesk Integration