Service Desk Freshdesk – effortless omnichannel service

So we are talking about…Service Desk Freshdesk…you can use freshdesk for customer care so let’s begin first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you sign up you’re gon na get going 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 establish your account so over here and customize your assistance desk you can validate your email and listed below that you can see you can add your language whatever sort of language you desire 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 likewise change your menu color so i’m also 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 pick your assistance channel so how you can be called by means of phone email social media chat or types and listed below that you can add your customer support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody 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 reveals our

 

unsolved 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 graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice pattern and below that you have your consumer fulfillment and you can see the percentage of negative responses or favorable actions even neutral reactions and the overall responses that you have gotten on the right 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 great little suggestion 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 just say let’s arrange them by their status and now you can see urgent 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 sort 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 based on 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 gotten in touch with individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your solution tab is a basic type of info tab which enables you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the standard general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Service Desk Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered or so 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 team channels workflow agent performance 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 below that you can see your different channels of interaction you can also view your workflow and what sort of progress you have actually made what milestones that you have reached and just how much performance each agent has you can see 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 particular category what type of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of inquiry it is so what kind of question it is you can also designate a specific representative to this query so you can simply add a note basically 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 update the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have responded to this client you can also delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable sort of response you need to give 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 basic getting started 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 templates that are already offered and let’s see how long will delivery take that’s a question that is typically asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is different however i’m just picking this as a sample and now i’m simply going to choose 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 options and canned types so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a client concern and you can simply insert that pre-written info into your response and send it without having to

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retype the same sort of answers again and again so this is a really easy formula for your agents to follow so they can quickly respond to e-mails so another terrific function that freshdesk truly provides is creating groups so if you click 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 designate a group member so over here i have actually assigned myself in this group and that individual could specify their function and make them the leader of this kind of billing ticket other than that you can likewise appoint various in the group section you can also appoint different tickets to different groups and when 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 clients might have elevated a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Service Desk Freshdesk