Shawna Freshdesk – effortless omnichannel service

So we are talking about…Shawna Freshdesk…you can use freshdesk for customer service so let’s get started to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na begin and that will load your basic dashboard 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 validate your e-mail and listed below that you can see you can include your language whatever kind of language you want 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 also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be called via phone email social networks chat or kinds and below that you can include your customer support email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel reveals our

 

unsettled 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 reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a nice pattern and below that you have your client complete satisfaction and you can see the percentage of negative reactions or favorable reactions even neutral reactions and the total actions that you have received 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 add it over here and it’s gon na offer you a good little suggestion 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 simply state let’s arrange them by their status and now you can see immediate and high 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 sort of tickets you want 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 based on your needs and successive below that you have your basic contact and business so you can see those whichever manner in which you have contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your option tab is a general type of info tab which permits you to view your email marketing your legal requirements

Get Shawna Freshdesk support, customer, ticket, software, zendesk,

your service related statements so if there is something that is kind of miscellaneous you will find it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard 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 aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Shawna Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can see the progress or the details 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 type of progress you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can see that from over here going back into tickets i’m going to reveal 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 specific classification what sort of ticket this is you can alter its status you can set its priority and you can likewise set what sort of inquiry it is so what kind of question it is you can likewise appoint a particular agent to this inquiry so you can just add a note generally respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue 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 reply to the consumer so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send that and now i have replied to this consumer you can likewise delete your reactions within 10 seconds so if you make a mistake 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 similar type of action you need to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic beginning with us refunds and orders details 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 already readily available and let’s see the length of time will delivery take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket obviously the concern is various however i’m just selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended options and canned kinds so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your action and send it without needing to

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retype the exact same sort of answers again and again so this is a very simple formula for your representatives to follow so they can quickly react to emails so another terrific feature that freshdesk really provides is developing groups so if you click on groups in the admin section you can develop various groups for various functions so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve assigned myself in this group and that person might specify their function and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group area you can likewise designate different tickets to different groups and when 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 customers may have elevated a particular situation 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 helpful and i’ll capture you men in the next video Shawna Freshdesk