Setup Round Robin Freshdesk Ticket Assignment – effortless omnichannel service

So we are talking about…Setup Round Robin Freshdesk Ticket Assignment…you can use freshdesk for customer care so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you sign up you’re gon na get going which will load 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 customize your help desk you can validate your e-mail and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na go with 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 need to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted by means of phone e-mail social networks chat or types and 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 invite someone to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our control panel shows our

 

unresolved 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 trends so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your client fulfillment and you can see the percentage of unfavorable reactions or positive reactions even neutral actions and the total reactions that you have received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a good little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high ones will be on the leading nevertheless 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 kind of tickets you want to see if you want 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 needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your solution tab is a general kind of information tab which enables you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your options tab and below the services tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Setup Round Robin Freshdesk Ticket Assignment

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative performance assistance operation and your basic account settings over here you can view the development or the information of a particular team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have actually made what turning points that you have reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to show you how you can resolve 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 category what kind of ticket this is you can change its status you can set its concern and you can also set what sort of query it is so what kind of concern it is you can likewise assign a particular representative to this question so you can simply include a note generally reply

 

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 upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually responded to this customer you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar kind of action you require to provide to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders details presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will shipment take that’s a question that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern is various but i’m just picking this as a sample and now i’m just 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 consumer on the bottom left you can see suggested solutions and canned types so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a consumer question and you can just insert that pre-written info into your action and send it without having to

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retype the very same kind of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another great function that freshdesk truly offers is developing groups so if you click groups in the admin section you can develop various groups for various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve designated myself in this group and that individual could specify their function and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group section you can likewise designate different tickets to different 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 may have elevated a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you people in the next video Setup Round Robin Freshdesk Ticket Assignment