Singular Live Freshdesk – effortless omnichannel service

So we are talking about…Singular Live Freshdesk…you can use freshdesk for customer care so let’s begin first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na get started which will load your basic dashboard so when you’re getting going 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 confirm your email and below that you can see you can include your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na opt for a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and listed below that you can add your client support email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if someone 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

 

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 provide you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and listed below that you have your consumer fulfillment and you can see the portion of negative reactions or favorable actions even neutral responses and the overall actions that you have gotten on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a good little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just say let’s arrange them by their status and now you can see high and urgent ones will be on the top however 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 wish to view if you wish to see the tickets that are appointed to a particular individual 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 contacted people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your option tab is a basic sort of information tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you may have sold 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 Singular Live Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or two what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can see the development or the details of a particular employee or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much productivity 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 particular category what kind of ticket this is you can change its status you can set its top priority and you can likewise set what kind of query it is so what kind of question it is you can also appoint a specific representative to this query so you can simply add a note generally 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 upgrade the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have replied to this client you can likewise erase your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable sort of response you require to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic getting started with us orders and refunds details presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a concern that is frequently asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the concern is different but i’m just 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 replying to a client on the bottom left you can see suggested services and canned kinds so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a consumer question and you can just insert that pre-written details into your action and send it without needing to

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retype the very same type of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to emails so another fantastic function that freshdesk truly provides is creating groups so if you click groups in the admin section you can create various groups for different purposes so if an issue and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group which individual could define their function and make them the leader of this sort of billing ticket other than that you can likewise assign different in the group area you can also assign 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 consumer escalations where customers might have raised a specific circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Singular Live Freshdesk