Senzing Freshdesk – effortless omnichannel service

So we are talking about…Senzing Freshdesk…you can use freshdesk for customer service so let’s begin first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you register you’re gon na get going which will load 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 help desk you can confirm your email and listed below that you can see you can include your language whatever type of language you want on your website 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 likewise change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with via phone e-mail social networks chat or kinds and below that you can include your client 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 welcome someone to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unsolved tickets overdue 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 graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good pattern and listed below that you have your customer complete satisfaction and you can see the percentage of positive responses or unfavorable responses even neutral reactions and the overall reactions that you have received on the ideal side you’re gon na have your to-do list 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 tip on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 wish to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a basic type of info tab which permits you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Senzing 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 boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view the development or the details of a certain team member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have actually made what milestones that you have actually reached and 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 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its concern and you can also set what kind of query it is so what type of question it is you can also assign a specific agent to this query so you can just add a note basically reply

 

tto this person and now i’m going to simply tell them i will be fixing 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 immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send that and now i have replied to this customer you can likewise erase your responses 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 a business that’s running this ticketing service and you have a comparable type of response you need to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually basic getting started with us refunds and orders details presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a concern that is typically asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just select this ticket certainly the question is different but i’m simply choosing this as a sample and now i’m just going to pick 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 recommended solutions and canned kinds so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your response and send it without needing to

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retype the very same kind of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another excellent function that freshdesk truly supplies is creating groups so if you click groups in the admin area you can create various 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 might define their function and make them the leader of this type of billing ticket aside from that you can also designate various in the group section you can likewise assign different tickets to various groups and as soon as you have actually 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 may have elevated a specific situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll capture you men in the next video Senzing Freshdesk