Shockwiz Freshdesk – effortless omnichannel service

So we are talking about…Shockwiz Freshdesk…you can utilize freshdesk for customer service so let’s get started first off you’re gon na start 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 get started which will fill 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 personalize your assistance desk you can verify your email and 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 opt for 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 upgrade those and next you’re gon na select your support channel so how you can be called by means of phone email social media chat or kinds and below that you can add your client assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can welcome somebody to your team 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 dashboard shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of negative reactions or favorable responses even neutral actions and the total responses that you have gotten on the right 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 include it over here and it’s gon na offer you a great little suggestion on your basic dashboard and now on the left side we’re gon na carry on 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 high and urgent ones will be on the leading nevertheless 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 kind of tickets you want to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a basic kind of information tab which enables you to see your e-mail marketing your legal requirements

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

your service associated announcements so if there is something that is type of miscellaneous you will find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume trends so you can Shockwiz Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost 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 team channels workflow agent efficiency support operation and your general account settings over here you can see the progress or the information of a specific employee or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of progress you have made what milestones that you have actually reached and how much efficiency each agent has you can view that from over here returning into tickets i’m going to show 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 classification what sort of ticket this is you can change its status you can set its priority and you can also set what type of query it is so what type of question it is you can likewise designate a specific representative to this question so you can simply add a note basically respond

 

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 include this note now i’m going to respond to the customer so it’s immediately going to key in hi matt rogers that’s the client 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 replied to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have general beginning with us orders and refunds info gifts and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is frequently asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just 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 reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested solutions and canned forms so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same kind of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another fantastic feature that freshdesk really offers is creating groups so if you click on groups in the admin area you can develop different groups for different functions so if a concern and a ticket is associated with billing you can designate a group member so over here i have actually designated myself in this group which individual might specify their role and make them the leader of this type of billing ticket besides that you can also assign different in the group area you can also assign various 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 consumers might have elevated a specific situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you people in the next video Shockwiz Freshdesk