Screenshare Freshdesk – effortless omnichannel service

So we are talking about…Screenshare Freshdesk…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you register you’re gon na get started and that will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can validate your email and listed below that you can see you can add your language whatever type of language you want on your website change the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise 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 choose your support channel so how you can be contacted via phone email social networks chat or types and below that you can include your customer assistance email so if someone is going to be calling you you can set that email over here and next up you can invite someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard 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 offer you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and listed below that you have your customer complete satisfaction and you can see the portion of positive actions or negative actions even neutral reactions and the overall reactions 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 offer you a great little pointer 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 state 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 right side you can see over here you can filter out what sort of tickets you want to see if you want to see the tickets that are designated 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 needs and next up below that you have your basic contact and business so you can see those whichever way that you have actually contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a general sort of info tab which allows you to view your email marketing your legal requirements

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your service associated statements so if there is something that is type of various you will find it in your services tab and below the options tab you have your reports and analytics 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 a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Screenshare Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase 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 team channels workflow representative efficiency support operation and your basic account settings over here you can view the development or the details of a specific staff member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what sort of progress you have made what milestones that you have actually reached and how much productivity each representative 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 sort of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what type of concern it is you can likewise appoint a specific representative to this query so you can simply add a note basically respond

 

tto this person and now i’m going to simply 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually replied to this client you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic getting going with us orders and refunds information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a concern that is frequently asked you can just release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the question is various however 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 replying to a customer on the bottom left you can see suggested options and canned types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a customer question and you can just insert that pre-written info into your reaction and send it without having to

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retype the same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can easily react to e-mails so another excellent feature that freshdesk actually supplies is developing groups so if you click on groups in the admin section you can create various groups for different functions so if a problem and a ticket is connected to billing you can assign a group member so over here i have actually designated myself in this group which individual could specify their function and make them the leader of this kind of billing ticket other than that you can likewise assign different in the group section you can likewise assign different tickets to various 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 customer escalations where clients might have elevated a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you people in the next video Screenshare Freshdesk