Setting Up Help Center On Freshdesk – effortless omnichannel service

So we are talking about…Setting Up Help Center On Freshdesk…you can use freshdesk for customer support so let’s get started first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na start which will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you desire on your site alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also 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 called through phone email social media chat or forms and below that you can add your customer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard shows our

 

unsettled tickets overdue 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 graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a nice pattern and below that you have your consumer complete satisfaction and you can see the percentage of unfavorable reactions or favorable reactions even neutral responses and the overall responses that you have gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice little reminder 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 say let’s sort them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 type of tickets you want to view if you wish to see the tickets that are designated 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 requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your solution tab is a general sort of info tab which enables you to see your e-mail marketing your legal requirements

Get Setting Up Help Center On Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is sort of various you will find it in your solutions tab and below the solutions tab you have your analytics and reports reports are the basic general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Setting Up Help Center On Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and listed below that you can see your different channels of communication you can also view your workflow and what sort of development you have made what milestones that you have actually reached and just how much efficiency 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its top priority and you can also set what sort of query it is so what type of question it is you can also appoint a specific agent to this query so you can just add a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving 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 include this note now i’m going to reply to the client so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m just going to send out that and now i have responded to this customer you can likewise delete your responses within 10 seconds so if you make a mistake 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 similar kind of reaction you need to offer to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders information gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket clearly the concern is various but i’m just choosing this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended solutions and canned forms so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your action and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same kind of responses again and again so this is an extremely simple formula for your agents to follow so they can easily respond to emails so another great feature that freshdesk really offers is developing groups so if you click on groups in the admin area you can develop different groups for various functions so if a problem and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group which person might define their function and make them the leader of this kind of billing ticket besides that you can also designate different in the group section you can likewise assign various tickets to various groups and once you’ve 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 raised a certain situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you guys in the next video Setting Up Help Center On Freshdesk