Setting Up Freshdesk Support For Jira Integration – effortless omnichannel service

So we are talking about…Setting Up Freshdesk Support For Jira Integration…you can utilize freshdesk for customer care so let’s get going to begin with you’re gon na begin 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 sign up you’re gon na start and that will pack your basic control panel 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 personalize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na opt for 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 therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be called via phone e-mail social media chat or types and listed below that you can include your consumer support e-mail so if somebody is going to be calling 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 welcome them over here successive over here we have our dashboard our control panel shows 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 give you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and below that you have your consumer complete satisfaction and you can see the percentage of positive responses or negative actions even neutral actions and the overall reactions that you have actually received on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na provide you a good little pointer on your basic dashboard 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 state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 sort of tickets you want to view if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information 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 enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your services tab and below the options tab you have your reports and analytics reports are the basic general overview of the number of tickets you might 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 see your ticket volume trends so you can Setting Up Freshdesk Support For Jira Integration

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can view the progress or the information of a certain team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of progress you have actually made what milestones that you have actually 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 specific classification what kind of ticket this is you can alter its status you can set its concern and you can also set what kind of query it is so what type of question it is you can also assign a particular representative to this question so you can just add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem 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 immediately 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 simply going to send out that and now i have actually replied to this client you can also erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable kind of response you need to give to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have general getting going with us refunds and orders info gifts and discount coupons 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 frequently asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the question is various however i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested services and canned forms so you’re going to click on suggested solutions and you can see different short articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your reaction and send it without needing to

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retype the same sort of responses again and again so this is an extremely easy formula for your agents to follow so they can easily respond to emails so another excellent feature that freshdesk truly provides is developing groups so if you click groups in the admin area you can create different groups for different functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually designated myself in this group which individual could define their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can likewise designate different 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 clients may have raised a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you people in the next video Setting Up Freshdesk Support For Jira Integration