Sign Agent Support Freshdesk – effortless omnichannel service

So we are talking about…Sign Agent Support Freshdesk…you can use freshdesk for client 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 totally free as soon as you register you’re gon na get started and that will load your basic dashboard 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 personalize your help desk you can verify your email and listed below that you can see you can include your language whatever sort of language you desire on your site change the color of your logo so as you can see i’m gon na choose 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 choose your assistance channel so how you can be contacted by means of phone e-mail social media chat or kinds and listed below that you can add your consumer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite someone 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 invite 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 give you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great trend and below that you have your consumer fulfillment and you can see the percentage of unfavorable actions or favorable reactions even neutral actions and the overall actions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na provide you a good little pointer 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 simply say let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 wish to see if you want to see the tickets that are assigned to a particular 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 companies so you can view those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your option tab is a general kind of info tab which enables you to view your email marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you might 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 patterns so you can Sign Agent Support Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and 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 see the development or the information of a particular employee or a group member and below that you can see your various channels of communication you can also view your workflow and what kind of development you have made what turning points that you have actually reached and how much performance each representative has you can view 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 kind of ticket this is you can alter its status you can set its concern and you can also set what sort of query it is so what kind of concern it is you can likewise assign a specific agent to this query so you can simply include a note essentially reply

 

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 consumer so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have replied to this consumer you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable kind of response you require to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders information presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft 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 simply publish this draft and then return to ticketing i’m just gon na as a sample just select this ticket certainly the question is various however i’m simply choosing 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 replying to a client on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested services 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 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 a very simple formula for your representatives to follow so they can quickly react to e-mails so another excellent feature that freshdesk truly offers is developing groups so if you click on groups in the admin area you can produce different groups for different functions so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually designated myself in this group and that individual could define their role and make them the leader of this kind of billing ticket aside from that you can also designate different in the group section you can also designate various tickets to various 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 customers may have raised a particular scenario 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 catch you people in the next video Sign Agent Support Freshdesk