Simon Fenton Freshdesk – effortless omnichannel service

So we are talking about…Simon Fenton Freshdesk…you can utilize freshdesk for customer care so let’s get started to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na start and that will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can verify your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise 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 update those and next you’re gon na select your support channel so how you can be gotten in touch with via phone email social networks chat or types and below that you can add your client assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard shows our

 

unsettled 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 much better or even worse it’s going to show you a great trend and below that you have your consumer complete satisfaction and you can see the percentage of unfavorable reactions or favorable actions even neutral reactions and the overall reactions that you have actually received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list 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 proceed to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what type of tickets you want to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed 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 sort of account details that you have about them below that you have your services tab so your service tab is a basic sort of info tab which enables you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume trends so you can Simon Fenton Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative efficiency support operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and listed below that you can see your various channels of communication you can also view your workflow and what type of development you have made what turning points that you have reached and how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal 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 specific category what type of ticket this is you can alter its status you can set its top priority and you can also set what kind of question it is so what kind of question 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 issue 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 immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this consumer you can likewise erase your actions 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 similar sort of action you require to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general beginning with us refunds and orders details presents and coupons and realities 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 the length of time will delivery take that’s a question that is often asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is various but i’m simply selecting 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 consumer on the bottom left you can see recommended services and canned forms so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a client concern and you can simply place that pre-written information into your response and send it without needing to

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retype the exact same kind of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to e-mails so another fantastic function that freshdesk truly provides is creating groups so if you click on groups in the admin area you can develop various groups for various purposes so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually assigned myself in this group which person could define their role and make them the leader of this type of billing ticket aside from that you can likewise assign various in the group section you can also appoint different 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 client escalations where clients may have raised a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you people in the next video Simon Fenton Freshdesk