Sarah Goodwin Freshdesk – effortless omnichannel service

So we are talking about…Sarah Goodwin Freshdesk…you can utilize freshdesk for customer service so let’s start first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na get started and that will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can confirm your email and listed below that you can see you can add your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na opt for 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 must make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be called via phone e-mail social networks chat or forms and listed below that you can include your client support email so if someone 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 team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 give you a chart that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a good trend and below that you have your consumer fulfillment and you can see the percentage of favorable reactions or negative responses even neutral actions and the overall reactions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a great little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say 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 kind of tickets you wish to view 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 see those whichever way that you have actually called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a basic sort of details tab which enables 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 discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the basic general introduction of how many tickets you may 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 likewise see your ticket volume patterns so you can Sarah Goodwin Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or two 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 general administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can view the progress or the details of a certain staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of development you have made what milestones that you have reached and how much productivity each agent has you can view that from over here returning into tickets i’m going to reveal 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 classification what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of question it is so what kind of question it is you can also designate a particular representative to this inquiry so you can just add a note basically reply

 

tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to reply to the client so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have replied to this client you can also delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of reaction you require to provide to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have general getting going with us refunds and orders details gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will shipment take that’s a concern that is often asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is various but i’m just choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see suggested options and canned forms so you’re going to click suggested services and you can see different posts that are a pre-written answer to a client concern and you can just place that pre-written details into your action and send it without needing to

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retype the very same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly react to emails so another fantastic function that freshdesk really offers is producing groups so if you click groups in the admin section you can produce different groups for different functions so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve assigned myself in this group and that individual could specify their function and make them the leader of this sort of billing ticket other than that you can also designate various in the group section you can also designate different tickets to different groups and once 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 consumer escalations where consumers may have raised a particular scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you people in the next video Sarah Goodwin Freshdesk