Sideline Freshdesk Com – effortless omnichannel service

So we are talking about…Sideline Freshdesk Com…you can use freshdesk for customer service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na get started 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 personalize your help desk you can validate your e-mail and listed below that you can see you can add your language whatever type of language you want on your site change the color of your logo design 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 must 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 by means of phone email social media chat or forms and listed below that you can include your client assistance email so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unsolved tickets past due 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 reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and below that you have your client fulfillment and you can see the percentage of positive responses or negative actions even neutral reactions and the total actions that you have received on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a great little tip 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 state let’s arrange them by their status and now you can see urgent and high ones will be on the top 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 type of tickets you wish to see if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a basic sort of information tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your options tab and below the solutions tab you have your reports and analytics reports are the standard general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume trends so you can Sideline Freshdesk Com

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent productivity 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 listed below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what milestones that you have reached and how much performance each representative has you can view that from over here going back into tickets i’m going to show you how you can fix 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 classification what kind of ticket this is you can change 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 specific agent to this inquiry so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your concern 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 automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have responded to this customer you can also delete your reactions 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 comparable sort of response you require to give to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting started with us refunds and orders information presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will delivery take that’s a question that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern is various however i’m simply selecting this as a sample and now i’m just 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 client on the bottom left you can see suggested solutions and canned types so you’re going to click recommended services and you can see various posts that are a pre-written answer to a customer question and you can simply place that pre-written information into your response and send it without having to

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retype the very same sort of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk actually offers is creating groups so if you click groups in the admin section you can create various groups for different functions so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually appointed myself in this group and that individual could specify their role and make them the leader of this kind of billing ticket aside from that you can also designate different in the group area you can also appoint various tickets to different 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 elevated a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and handy and i’ll capture you men in the next video Sideline Freshdesk Com