Schoolmint Freshdesk – effortless omnichannel service

So we are talking about…Schoolmint Freshdesk…you can use freshdesk for customer service so let’s get started to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you register you’re gon na get started which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can verify your email and listed below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone email social networks chat or forms and below that you can add your client assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone 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 welcome them over here next up over here we have our dashboard our control panel shows 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 give you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your consumer satisfaction and you can see the percentage of favorable responses or unfavorable responses even neutral reactions and the total responses that you have received on the right 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 add it over here and it’s gon na give you a good little tip on your basic dashboard 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 arrange them by their status and now you can see urgent 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 sort of tickets you wish to view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and companies so you can see those whichever manner in which you have called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your services tab so your option tab is a general kind of information tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the standard general overview 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 thorough ticket analysis and you can likewise view your ticket volume trends so you can Schoolmint Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered or two what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can see the development or the details of a certain staff member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what sort of progress you have made what milestones that you have reached and just how much efficiency each agent has you can view that from over here returning 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its priority and you can likewise set what type of question it is so what kind of concern it is you can likewise appoint a particular representative to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have actually responded to this client you can also erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable type of action 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 general getting going with us orders and refunds information presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a question that is often asked you can simply release this draft and then return to ticketing i’m just gon na as a sample just choose this ticket obviously the question is different but i’m simply choosing this as a sample and now i’m simply going to select 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 options and canned types so you’re going to click on recommended solutions and you can see various posts that are a pre-written answer to a client concern and you can simply place that pre-written information into your action and send it without having to

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retype the exact same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk really supplies is producing groups so if you click groups in the admin section you can produce various groups for different functions so if a ticket and a concern is associated with billing you can designate a group member so over here i’ve assigned myself in this group and that person could specify their role and make them the leader of this type of billing ticket other than that you can likewise assign different in the group section you can also assign various tickets to various 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 client escalations where consumers might have elevated a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you people in the next video Schoolmint Freshdesk