Sightcall Freshdesk – effortless omnichannel service

So we are talking about…Sightcall Freshdesk…you can utilize freshdesk for customer care so let’s get started 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 sign up for totally free as quickly as you sign up you’re gon na begin which will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you want on your site 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 likewise alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social networks chat or forms and listed below that you can include your customer assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive 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 below that they’re gon na give you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and listed below that you have your client satisfaction and you can see the portion of negative actions or positive reactions even neutral reactions and the overall responses that you have actually received on the ideal side you’re gon na have your to-do list 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 provide 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 arrange 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 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 kind of tickets you want to see 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 based on your needs and successive below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account details that you have about them below that you have your options tab so your option tab is a general kind of details 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 kind of various you will find it in your solutions tab and listed below the services tab you have your reports and analytics reports are the standard general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Sightcall Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the progress or the information of a certain employee or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what kind of development you have actually made what milestones that you have reached and how much efficiency each agent has you can see that from over here returning 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 category what sort of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what kind of concern it is you can likewise designate a specific representative to this query so you can just add a note basically 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 respond to the client 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 simply going to send out that and now i have replied to this consumer you can also delete your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable kind of action you require to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general getting started with us orders and refunds information gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will delivery take that’s a concern that is typically asked you can just release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is different however i’m just choosing this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click recommended options and you can see different posts that are a pre-written answer to a client question and you can simply insert that pre-written details into your reaction and send it without having to

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retype the exact same kind of answers again and again so this is a very simple formula for your agents to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk actually provides is developing groups so if you click on groups in the admin section you can create various groups for various purposes so if a ticket and a problem is associated with billing you can designate a group member so over here i’ve assigned myself in this group which individual could define their function and make them the leader of this kind of billing ticket besides that you can also designate different in the group section you can also assign different tickets to various 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 consumer escalations where consumers may have raised a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you men in the next video Sightcall Freshdesk