Sites Using Freshdesk – effortless omnichannel service

So we are talking about…Sites Using Freshdesk…you can use freshdesk for customer care so let’s begin first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you register you’re gon na start and that will fill 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 confirm your email and listed below that you can see you can include your language whatever kind of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called by means of phone email social networks chat or types and listed below that you can include your customer assistance email so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your team 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 shows 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 offer you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a good trend and listed below that you have your customer fulfillment and you can see the portion of negative responses or favorable reactions even neutral actions and the total reactions that you have received on the best 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 give you a great little pointer on your basic dashboard and now on the left side we’re gon na carry on 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 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 type of tickets you wish to view if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can view those whichever way that you have called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your options tab so your option tab is a general type of info tab which permits you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Sites Using Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can view the progress or the information of a specific team member or a group member and below that you can see your different channels of communication you can likewise see 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 view that from over here returning into tickets i’m going to show you how you can solve 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 priority and you can likewise set what sort of query it is so what kind of concern it is you can likewise appoint a particular representative to this query so you can simply add a note generally reply

 

tto this person and now i’m going to just tell them i will be resolving 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 respond to the consumer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually replied to this client you can also erase your actions within 10 seconds so if you slip up you can delete them within a few 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 need to give to each of your consumers 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 starting with us orders and refunds information gifts and discount 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 how long will delivery take that’s a question that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the question is various however i’m simply picking this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended solutions and you can see different short articles that are a pre-written answer to a consumer concern and you can just place that pre-written info into your reaction and send it without needing to

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retype the very same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another excellent feature that freshdesk truly supplies is creating groups so if you click on groups in the admin area you can create various groups for various purposes so if a ticket and a problem is related to billing you can assign a group member so over here i have actually assigned myself in this group which individual could specify their function and make them the leader of this type of billing ticket aside from that you can also assign different in the group section you can also assign different tickets to various groups and once 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 customer escalations where consumers may have raised a certain scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and handy and i’ll capture you guys in the next video Sites Using Freshdesk