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So we are talking about…Site Https Www.Convergeone.Com Freshdesk…you can utilize 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 complimentary as soon as you sign up you’re gon na begin which will pack 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 customize your help desk you can validate your e-mail and below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for 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 should make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and below that you can include your consumer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a nice trend and listed below that you have your client satisfaction and you can see the portion of favorable reactions or unfavorable responses even neutral reactions and the total reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a nice little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say 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 ideal side you can see over here you can filter out what kind of tickets you wish to see 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 according to your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your services tab so your option tab is a general sort of info tab which allows you to see your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your solutions tab and listed below the options tab you have your analytics and reports reports are the standard general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Site Https Www.Convergeone.Com Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase 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 productivity support operation and your basic account settings over here you can see the development or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have actually made what turning points that you have actually reached and how much performance each agent has you can see 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 add tags you can put it in a particular classification what type of ticket this is you can change its status you can set its top priority and you can also set what kind of inquiry it is so what type of question it is you can also designate a specific representative to this query so you can just add a note generally 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 upgrade the status i’m going to add this note now i’m going to reply to the customer so it’s instantly 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 simply going to send out that and now i have responded to this consumer you can also delete your reactions within 10 seconds so if you make a mistake you can erase 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 similar sort of reaction you require to give 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 starting with us orders and refunds details gifts and coupons and realities and questions 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 shipment take that’s a question that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample just select this ticket obviously 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 reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended services and canned types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a consumer concern and you can simply place that pre-written information into your reaction and send it without needing to

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retype the very same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to e-mails so another excellent function that freshdesk truly supplies is developing groups so if you click on groups in the admin area you can develop different groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve assigned myself in this group which individual might specify their function and make them the leader of this sort of billing ticket other than that you can likewise designate different in the group section you can likewise designate various tickets to various groups and as soon as 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 consumers might have elevated a certain circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you men in the next video Site Https Www.Convergeone.Com Freshdesk