Santillana Freshdesk – effortless omnichannel service

So we are talking about…Santillana Freshdesk…you can use freshdesk for customer service so let’s begin to begin with 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 complimentary as soon as you register you’re gon na get started 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 validate your e-mail and listed below that you can see you can include your language whatever kind of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted through phone email social media chat or kinds and below that you can include your customer assistance email so if somebody is going to be contacting you you can set that email 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 offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a great pattern and listed below that you have your customer fulfillment and you can see the portion of negative reactions or favorable responses even neutral actions and the total actions that you have gotten on the ideal side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na provide you a great little reminder on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s arrange them by their status and now you can see immediate and high ones will be on the leading however 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 type of tickets you wish to see if you want to see the tickets that are assigned to a specific 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 listed 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 contact number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your service tab is a general type of information tab which allows you to view 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 discover it in your services tab and below the options tab you have your analytics and reports reports are the standard general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Santillana Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or decrease 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 agent productivity assistance operation and your basic account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have made what milestones that you have reached and how much efficiency each agent has you can view that from over here going back into tickets i’m going to show 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 specific category what type of ticket this is you can alter its status you can set its concern and you can also set what sort of question it is so what type of concern it is you can likewise appoint a particular agent to this inquiry so you can just add a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade 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 customer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this consumer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable kind of reaction you require to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic getting started with us orders and refunds information gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern is various but i’m simply selecting this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested services and canned types so you’re going to click recommended solutions and you can see various posts that are a pre-written answer to a customer question and you can simply place that pre-written details into your response and send it without having to

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retype the same kind of answers again and again so this is a really simple formula for your agents to follow so they can easily react to emails so another fantastic function that freshdesk actually provides is producing groups so if you click groups in the admin area you can produce different groups for different functions so if an issue and a ticket is related to billing you can designate a group member so over here i have actually designated myself in this group and that person might define their function and make them the leader of this sort of billing ticket besides that you can also designate different in the group section you can also 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 customer escalations where customers might have elevated a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you men in the next video Santillana Freshdesk