Sigmanest Freshdesk – effortless omnichannel service

So we are talking about…Sigmanest Freshdesk…you can utilize freshdesk for customer support so let’s get started first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na begin which will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can validate your e-mail and listed below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m likewise 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 assistance channel so how you can be called by means of phone email social networks chat or forms and listed below that you can add your client assistance e-mail so if somebody is going to be calling you you can set that email 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 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 offer you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice trend and below that you have your client satisfaction and you can see the portion of negative reactions or favorable actions even neutral responses and the overall reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na give you a nice little reminder 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 immediate and high ones will be on the leading however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you want to see if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up below that you have your basic contact and business so you can view those whichever way that you have contacted people you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your service tab is a basic type of info tab which permits you to view 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 options tab and listed below the services tab you have your reports and analytics reports are the basic general overview of how many tickets you might 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 likewise view your ticket volume trends so you can Sigmanest Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can see the development or the information of a certain staff member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what sort of progress you have made what milestones that you have reached and how much performance each agent has you can see 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 include tags you can put it in a specific classification 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 inquiry it is so what type of concern it is you can likewise appoint a particular agent to this question so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be solving 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 client so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m simply going to send that and now i have actually responded to this customer you can also delete your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable type of response you need to provide to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have basic beginning with us refunds and orders information presents and discount coupons and facts and concerns 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 concern that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is various however i’m simply choosing this as a sample and now i’m simply 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 customer on the bottom left you can see recommended options and canned forms so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your action and send it without having to

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retype the same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly react to e-mails so another fantastic function that freshdesk truly offers is producing groups so if you click on groups in the admin area you can produce different groups for different functions so if a ticket and an issue is related to billing you can designate a group member so over here i’ve assigned myself in this group and that person might specify their role and make them the leader of this sort of billing ticket aside from that you can likewise appoint different in the group area you can also designate different tickets to different 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 elevated a certain circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll capture you men in the next video Sigmanest Freshdesk