Shiyu Freshdesk – effortless omnichannel service

So we are talking about…Shiyu Freshdesk…you can use freshdesk for customer service so let’s get started to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na begin which will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can confirm your email and listed below that you can see you can add your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na go with 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 need to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be called by means of phone e-mail social networks chat or forms and below that you can add your consumer support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your consumer complete satisfaction and you can see the portion of unfavorable actions or favorable responses even neutral actions and the overall responses that you have actually received on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na provide you a nice little tip on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high 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 want to view if you wish to see the tickets that are assigned 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 requirements and successive below that you have your basic contact and business so you can view 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 details that you have about them listed below that you have your services tab so your solution tab is a basic sort of info tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your options tab and below the options tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Shiyu Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the development or the details of a certain 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 progress you have made what turning points that you have actually reached and how much productivity 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 include tags you can put it in a particular category what sort of ticket this is you can change its status you can set its concern and you can likewise set what type of question it is so what type of concern it is you can likewise designate a specific representative to this query so you can just add a note generally respond

 

tto this person and now i’m going to simply 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 add this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually replied to this client you can also erase 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 comparable sort of action you need to offer to each of your consumers 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 discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is different but 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 responding to a consumer on the bottom left you can see suggested options and canned kinds so you’re going to click on recommended options and you can see various short articles that are a pre-written answer to a client question and you can simply place that pre-written information into your reaction and send it without having to

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retype the same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another fantastic function that freshdesk truly supplies is producing groups so if you click groups in the admin section you can create different groups for different purposes so if a ticket and a problem is connected to billing you can designate a group member so over here i’ve assigned myself in this group and that individual could specify their function and make them the leader of this type of billing ticket aside from that you can also designate different in the group area you can also assign various tickets to different groups and when 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 might have raised a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Shiyu Freshdesk