Service Incidents Freshdesk – effortless omnichannel service

So we are talking about…Service Incidents Freshdesk…you can utilize freshdesk for customer service so let’s get started first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you register you’re gon na get going and that will pack 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 assistance desk you can validate your email and listed below that you can see you can include your language whatever kind of language you desire on your website change the color of your logo so as you can see i’m gon na choose a pink and 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 and so you can upgrade those and next you’re gon na pick your support channel so how you can be contacted by means of phone email social networks chat or kinds and listed below that you can add your customer support email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone 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 successive over here we have our dashboard our dashboard 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 offer you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great trend and listed below that you have your consumer complete satisfaction and you can see the portion of positive responses or negative actions even neutral reactions and the total actions that you have gotten on the ideal side you’re gon na have your to-do list 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 give you a good little pointer on your basic control panel and now on the left side we’re gon na proceed 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 high and urgent ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you want to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and companies so you can see those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your option tab is a basic kind of info tab which enables 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 type of miscellaneous you will find it in your services tab and below the options tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Service Incidents Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent productivity assistance operation and your general account settings over here you can view the progress or the information of a specific team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what sort of development you have actually 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 fix a ticket so over here at the top we have how can i refund my order and over here you can see you can include tags you can put it in a particular classification what type of ticket this is you can change its status you can set its concern and you can likewise set what kind of question it is so what type of concern it is you can also designate a specific agent to this query so you can just include a note generally 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 instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m just going to send out that and now i have replied to this consumer you can also erase your actions 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 an organization that’s running this ticketing service and you have a similar sort of response you require 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 categories you have general starting with us refunds and orders details presents and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will shipment take that’s a concern that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket obviously the question is various however i’m just picking this as a sample and now i’m just going to select 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 suggested options and canned types so you’re going to click on suggested services and you can see various short 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 needing to

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retype the same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another great function that freshdesk actually supplies is developing groups so if you click groups in the admin section you can develop various groups for different purposes so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve assigned myself in this group which individual might define their function and make them the leader of this type of billing ticket other than that you can also designate different in the group section you can also designate various tickets to various groups and once 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 raised a certain scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you guys in the next video Service Incidents Freshdesk