Seriously Freshdesk – effortless omnichannel service

So we are talking about…Seriously Freshdesk…you can utilize freshdesk for customer support so let’s get going first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na get started and that will fill 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 customize your help desk you can verify your email and listed below that you can see you can add your language whatever sort of language you desire on your website alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m likewise 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 assistance channel so how you can be gotten in touch with via phone e-mail social media chat or forms and listed below that you can include your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our control panel reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and listed below that you have your customer fulfillment and you can see the percentage of negative actions or favorable actions even neutral responses and the total reactions that you have actually gotten on the right 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 give you a nice little pointer on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort 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 however 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 kind of tickets you wish 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 according to your requirements and next up below that you have your basic contact and business so you can see those whichever manner in which you have actually called people you can see their email addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a general kind of info tab which permits you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will find it in your services tab and below the options tab you have your reports and analytics reports are the standard general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Seriously Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the details of a specific employee or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what sort of progress you have made what milestones that you have reached and just how much performance each representative has you can view that from over here going back 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 add tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of inquiry it is so what type of concern it is you can likewise assign a particular agent to this query so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be resolving 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 include this note now i’m going to respond to the consumer so it’s automatically 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 simply going to send that and now i have replied to this client you can also delete your actions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar type of reaction you require to offer 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 gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample just select this ticket clearly the concern is various but i’m just picking 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 responding to a customer on the bottom left you can see suggested services and canned types so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a customer question and you can simply insert that pre-written details into your response and send it without needing to

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retype the exact same type of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to e-mails so another excellent function that freshdesk really provides is producing groups so if you click on groups in the admin area you can create different groups for different functions so if a problem and a ticket is related to billing you can appoint a group member so over here i have actually designated myself in this group and that person might define 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 assign various 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 client escalations where customers might have elevated a particular situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you people in the next video Seriously Freshdesk