Senior Advocate Manager Freshdesk – effortless omnichannel service

So we are talking about…Senior Advocate Manager Freshdesk…you can utilize freshdesk for customer support so let’s get started first off 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 complimentary as soon as you register you’re gon na get started and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can validate your e-mail and below that you can see you can add your language whatever type of language you want on your site 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 also change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called by means of phone email social networks chat or types and listed below that you can include your customer 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 selling the tickets for you you can invite them over here next up over here we have our control panel our control panel shows our

 

unresolved 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 give you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a good pattern and listed below that you have your client satisfaction and you can see the portion of favorable reactions or unfavorable responses even neutral responses and the total responses that you have received on the ideal side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na offer you a great little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see high and immediate 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 type of tickets you want 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 see them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can view those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your option tab is a basic type of info tab which enables you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general overview of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Senior Advocate Manager Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent efficiency assistance operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what kind of progress you have actually made what milestones that you have reached and how much performance each representative has you can see 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 particular category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can likewise assign a specific representative to this question so you can simply include a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 reply to the consumer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send that and now i have replied to this consumer you can likewise delete your responses 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 sort of reaction you need to provide to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic beginning with us orders and refunds info gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see the length of time will delivery take that’s a concern that is typically asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the concern is various but i’m simply selecting this as a sample and now i’m just going to choose 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 suggested solutions and canned kinds so you’re going to click suggested services and you can see various articles that are a pre-written answer to a client question and you can just place that pre-written details into your response and send it without needing to

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retype the exact same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily react to e-mails so another great feature that freshdesk actually supplies is developing groups so if you click on groups in the admin area you can produce various groups for different functions so if a ticket and a concern is associated with billing you can assign a group member so over here i have actually designated myself in this group and that individual could specify their role and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group area you can likewise appoint different 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 customers might have raised a certain scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and handy and i’ll capture you guys in the next video Senior Advocate Manager Freshdesk