Screen Share Freshdesk – effortless omnichannel service

So we are talking about…Screen Share Freshdesk…you can utilize freshdesk for customer service so let’s get started first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get started and that will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can confirm your e-mail and listed below that you can see you can add 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 listed below that you can likewise alter 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 contacted through phone email social networks chat or kinds and below that you can include your consumer support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite 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 successive over here we have our dashboard our dashboard reveals 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 provide you a chart that reveals you the patterns so if the tickets are selling out better or 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 negative responses or positive actions even neutral actions and the total reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a good little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and urgent ones will be on the top 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 sort of tickets you wish to view if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can view those whichever way that you have actually called individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your option tab is a basic type of information tab which permits you to see your email marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the basic general introduction of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Screen Share Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can view 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 also 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 returning into tickets i’m going to reveal 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 particular category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what type of concern it is you can also assign a specific agent to this question so you can simply add a note generally 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 include this note now i’m going to respond to the customer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have responded to this client you can likewise erase your actions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you need to give to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a question that is often asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is various however i’m simply selecting 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 customer on the bottom left you can see recommended options and canned types so you’re going to click on suggested options and you can see various short articles that are a pre-written answer to a consumer question and you can just insert that pre-written info into your action and send it without having to

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retype the exact same type of answers again and again so this is a very simple formula for your agents to follow so they can easily respond to emails so another great feature that freshdesk actually provides is developing groups so if you click on groups in the admin area you can create different groups for various purposes so if a ticket and a problem is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that individual could define their function and make them the leader of this type of billing ticket aside from that you can likewise assign different in the group area you can also designate different tickets to different groups and as soon as 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 customers might 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 handy and i’ll catch you guys in the next video Screen Share Freshdesk