Setting Up Freshdesk Support Using G Suites – effortless omnichannel service

So we are talking about…Setting Up Freshdesk Support Using G Suites…you can use freshdesk for customer care so let’s begin 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 information and sign up for complimentary as soon as you sign up you’re gon na start and that will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can confirm your email and below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can update 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 kinds and below that you can add your consumer assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can invite someone 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 dashboard our dashboard reveals our

 

unsolved 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 trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and listed below that you have your customer complete satisfaction and you can see the percentage of positive actions or negative reactions even neutral actions and the total responses that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a good little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate 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 kind of tickets you wish to see if you wish to see the tickets that are appointed 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 next up listed below that you have your basic contact and business so you can view those whichever way that you have actually called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your option tab is a basic sort of information tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your options tab and below the options tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume patterns so you can Setting Up Freshdesk Support Using G Suites

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can view 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 progress you have actually made what turning points that you have reached and how much performance each representative has you can see that from over here returning into tickets i’m going to reveal you how you can deal with 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 classification what type of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what kind of question it is you can also assign a particular agent to this query so you can simply include a note essentially reply

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the consumer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually replied to this consumer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you require to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have basic getting going with us refunds and orders info gifts and vouchers and truths 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 delivery take that’s a concern that is often asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is various but i’m just choosing this as a sample and now i’m simply going to choose 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 solutions and canned types so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer concern and you can just place that pre-written details into your reaction and send it without needing to

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retype the very same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another fantastic feature that freshdesk truly provides is developing groups so if you click groups in the admin section you can produce different groups for different purposes so if an issue and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group which person might specify their role and make them the leader of this type of billing ticket aside from that you can likewise designate various in the group area you can likewise assign different tickets to different 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 customer escalations where clients might have elevated a specific circumstance 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 Using G Suites