Sendgrid Freshdesk Integration – effortless omnichannel service

So we are talking about…Sendgrid Freshdesk Integration…you can utilize freshdesk for customer care so let’s get started 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 complimentary as soon as you register you’re gon na get started and that will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your email and below that you can see you can add your language whatever type of language you want on your website alter the color of your logo so as you can see i’m gon na go with a pink and listed 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 therefore you can update those and next you’re gon na select your support channel so how you can be gotten in touch with via phone e-mail social media chat or forms and below that you can add your client assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group 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 control panel our dashboard shows our

 

unsolved 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 better or even worse it’s going to show you a great trend and below that you have your client satisfaction and you can see the percentage of favorable actions or unfavorable reactions even neutral actions and the overall actions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a nice little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply state let’s sort them by their status and now you can see immediate and high ones will be on the top nevertheless 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 kind of tickets you wish to see if you want 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 needs and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your options 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 services tab and listed below the services tab you have your reports and analytics reports are the basic general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Sendgrid Freshdesk Integration

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 increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can see the progress or the details of a specific team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what sort of development you have actually made what milestones that you have reached and just how much performance each agent has you can view that from over here returning into tickets i’m going to show you how you can fix a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a specific classification what type of ticket this is you can change its status you can set its top priority and you can likewise set what sort of question it is so what type of question it is you can likewise designate a particular agent to this query so you can just add a note generally respond

 

tto this person and now i’m going to just tell them i will be fixing 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 add 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 consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have responded to this consumer you can likewise delete your reactions within 10 seconds so if you slip up you can delete 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 reaction you need to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic beginning with us orders and refunds details gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see how long will shipment take that’s a question that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is different but i’m just selecting this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned types so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your action and send it without having to

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retype the same sort of responses again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another excellent function that freshdesk actually supplies is creating groups so if you click groups in the admin section you can produce various groups for various purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i’ve designated myself in this group which person could define their function and make them the leader of this sort of billing ticket aside from that you can also designate different in the group area you can likewise designate various tickets to various groups and when 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 customers may have elevated a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you guys in the next video Sendgrid Freshdesk Integration