Singer Freshdesk – effortless omnichannel service

So we are talking about…Singer Freshdesk…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you sign up you’re gon na start which will fill your basic dashboard 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 personalize your assistance desk you can verify your email and listed below that you can see you can include your language whatever kind of language you want on your website change the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also 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 choose your support channel so how you can be contacted by means of phone e-mail social media chat or types and below that you can include your client support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a nice pattern and listed below that you have your customer satisfaction and you can see the portion of favorable reactions or negative reactions even neutral actions and the overall reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na give you a good little suggestion on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate ones will be on the top 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 view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your solution tab is a basic type of details tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the basic general overview of the number of 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 likewise view your ticket volume trends so you can Singer Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately 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 general administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the progress or the details of a specific team member or a group member and below that you can see your different channels of communication you can also see your workflow and what type of development you have actually made what milestones that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to reveal you how you can resolve 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 category what type of ticket this is you can change its status you can set its concern and you can likewise set what type of inquiry it is so what kind of question it is you can also appoint a specific representative to this question so you can just include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your concern 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 automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually replied to this client you can likewise delete your responses within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable type of action you require to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic getting started with us refunds and orders details presents and vouchers and truths 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 for how long will shipment take that’s a concern that is frequently asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is various however i’m simply selecting 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 responding to a customer on the bottom left you can see suggested solutions and canned types so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your reaction and send it without having to

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retype the same kind of responses again and again so this is a really simple formula for your agents to follow so they can easily react to e-mails so another terrific feature that freshdesk truly provides is creating groups so if you click groups in the admin area you can create different groups for different 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 and that person could define their role and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group area you can also designate various 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 raised a particular scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you guys in the next video Singer Freshdesk