Service Channel Freshdesk – effortless omnichannel service

So we are talking about…Service Channel Freshdesk…you can utilize freshdesk for customer service so let’s get going to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na begin and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can verify your email and listed below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i should 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 called through phone email social networks chat or forms and below that you can add your client support e-mail 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 team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel 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 provide you a graph that shows you the patterns so if the tickets are selling out better or 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 portion of positive actions or negative responses even neutral responses and the overall responses that you have actually received on the ideal 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 provide you a nice little reminder 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 immediate and high 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 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 needs and successive below that you have your basic contact and companies so you can view those whichever way that you have called people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a general type of details 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 sort of miscellaneous you will find it in your services tab and below the solutions tab you have your reports and analytics reports are the basic general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Service Channel Freshdesk

see on the best 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 below that you have your general administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can see the progress or the information of a particular employee or a group member and below that you can see your different channels of communication you can also view your workflow and what kind of development you have made what milestones that you have actually reached and how much efficiency each agent has you can see that from over here going back into tickets i’m going to reveal 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 classification what type of ticket this is you can change its status you can set its top priority and you can also set what type of inquiry it is so what kind of question it is you can also designate a specific agent 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 solving your ticket your concern 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 respond to the client so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually responded to this consumer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of response you need to give to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general getting started with us orders and refunds details presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see how long will shipment take that’s a concern that is often asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket certainly the question 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 responding to a customer on the bottom left you can see recommended services and canned types so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your action and send it without having to

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retype the very same sort of answers 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 excellent function that freshdesk really offers is creating groups so if you click groups in the admin section you can create various groups for different functions so if a ticket and an issue is associated with billing you can designate a group member so over here i have actually designated myself in this group which person might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group section you can likewise appoint different tickets to different 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 customers might have elevated a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you people in the next video Service Channel Freshdesk