Service Incident Freshdesk – effortless omnichannel service

So we are talking about…Service Incident Freshdesk…you can utilize freshdesk for customer care so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you register you’re gon na start and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can verify your email and below that you can see you can add your language whatever kind of language you desire on your site change the color of your logo 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 likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone e-mail social networks chat or forms and listed below that you can add your customer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard 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 provide you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice pattern and listed below that you have your client satisfaction and you can see the portion of negative reactions or favorable actions even neutral responses and the overall reactions that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a great little reminder 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 say let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 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 as per your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your option tab is a general kind 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 various you will find it in your solutions tab and listed below the services tab you have your reports and analytics reports are the basic general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Service Incident Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and listed below that you can see your various 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 representative has you can view that from over here going back into tickets i’m going to reveal 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 kind of ticket this is you can change its status you can set its priority and you can also set what kind of query it is so what type of concern it is you can likewise designate a specific representative to this inquiry so you can just include a note generally respond

 

tto this person and now i’m going to simply tell them i will be solving 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 client so it’s automatically going to key in hi matt rogers that’s the customer 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 replied to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete 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 similar kind of response you require to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general getting started with us refunds and orders information presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will shipment take that’s a question that is often asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is different however i’m just 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 forms so you’re going to click recommended options and you can see different posts that are a pre-written answer to a client concern and you can just insert that pre-written information into your response and send it without needing to

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retype the same type of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to e-mails so another fantastic function that freshdesk truly provides is creating groups so if you click on groups in the admin area you can produce different groups for different functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i’ve assigned myself in this group which individual could define their function and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group area you can likewise designate various tickets to different 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 consumers might have elevated a certain situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll catch you guys in the next video Service Incident Freshdesk