Shippo Freshdesk – effortless omnichannel service

So we are talking about…Shippo Freshdesk…you can utilize freshdesk for customer service so let’s start 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 register for free as soon as you register you’re gon na begin and that will fill your basic control panel so when you’re getting going 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 validate your e-mail and below that you can see you can include your language whatever type of language you want on your website 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 likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be contacted via phone email social networks chat or kinds and below that you can add your consumer assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody 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 control panel our dashboard reveals our

 

unsolved 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 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 trend and listed below that you have your consumer complete satisfaction and you can see the percentage of negative actions or favorable reactions even neutral actions 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 give you a good little reminder 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 high and urgent ones will be on the top however 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 wish to see if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have contacted 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 listed below that you have your services tab so your service tab is a general type of details tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your services tab and listed below the solutions tab you have your reports and analytics reports are the standard general overview of the number of tickets you may have offered what is the ticket volume trend 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 Shippo Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or so what is the increase 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 team channels workflow representative productivity support operation and your general account settings over here you can view the development or the details of a specific employee or a group member and below that you can see your various channels of interaction you can also see your workflow and what type of development you have made what turning points that you have reached and how much efficiency each agent has you can view 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 include tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what kind of question it is you can likewise designate a specific agent to this query so you can just include a note generally 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 upgrade the status i’m going to add this note now i’m going to reply to the client so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually replied to this client you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable 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 general getting going with us orders and refunds info gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a question that is often asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket certainly the concern is different however i’m just selecting 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 replying to a client on the bottom left you can see recommended services and canned kinds so you’re going to click recommended options and you can see different 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

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retype the exact same sort of responses again and again so this is an extremely simple formula for your agents to follow so they can easily react to emails so another great feature that freshdesk truly offers is creating groups so if you click on groups in the admin section you can develop various groups for various functions so if a ticket and an issue is related to billing you can assign 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 kind of billing ticket besides that you can also designate various in the group section you can likewise appoint different tickets to different groups and as soon as 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 consumers may have raised a particular circumstance 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 valuable and i’ll capture you guys in the next video Shippo Freshdesk