Sharing Freshdesk – effortless omnichannel service

So we are talking about…Sharing Freshdesk…you can utilize freshdesk for customer service so let’s get started to begin with you’re gon na begin your complimentary 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 get going which will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can confirm your e-mail and below that you can see you can add your language whatever sort of language you desire on your site alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be called through phone e-mail social networks chat or types and listed below that you can add your client support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your customer complete satisfaction and you can see the portion of positive actions or negative actions even neutral responses and the total responses that you have received on the best 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 add it over here and it’s gon na provide you a great little reminder on your basic control panel 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 say let’s sort 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 right side you can see over here you can filter out what type of tickets you wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have called people you can see their e-mail addresses uh their business 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 sort of information tab which permits 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 sort of miscellaneous you will discover it in your options tab and below the services tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Sharing Freshdesk

see on the best 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 receiving 7 tickets increase the volume by 99 and listed 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 see the development or the details of a particular 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 progress you have made what turning points that you have actually reached and just how much performance each agent has you can see 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what sort of query it is so what type of concern it is you can likewise assign a particular representative to this question so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing 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 reply to the customer so it’s automatically going to enter 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 responded to this client you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar sort of action you require to offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic getting started with us refunds and orders information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a concern that is frequently asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket clearly the concern is different but i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned kinds so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a client concern and you can just place that pre-written details into your action and send it without needing to

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retype the very same type of responses again and again so this is a really easy formula for your representatives to follow so they can quickly respond to e-mails so another terrific function that freshdesk truly provides 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 related to billing you can appoint a group member so over here i’ve appointed myself in this group which person could specify their role and make them the leader of this type of billing ticket besides that you can also assign various in the group area you can also appoint 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 consumer escalations where consumers may have raised a certain situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you people in the next video Sharing Freshdesk