Skill Based Routing Freshdesk Talk – effortless omnichannel service

So we are talking about…Skill Based Routing Freshdesk Talk…you can use freshdesk for customer support so let’s start first off you’re gon na begin 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 sign up you’re gon na start and that will pack your basic control panel 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 verify your e-mail and listed below that you can see you can add your language whatever sort of language you desire on your website change the color of your logo design so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also 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 called via phone email social networks chat or kinds and below that you can include your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team 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 control panel shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a nice trend and below that you have your consumer fulfillment and you can see the portion of favorable responses or negative reactions even neutral responses and the total actions that you have actually received on the best side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na offer you a great little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 type of tickets you want to view if you want to see the tickets that are assigned 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 requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have called people you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them below that you have your options tab so your service tab is a general kind of details tab which permits you to view your email marketing your legal requirements

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your service associated statements 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 summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume patterns so you can Skill Based Routing Freshdesk Talk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent productivity support operation and your general account settings over here you can see the progress or the information of a specific employee or a group member and below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have actually made what turning points that you have reached and just how much efficiency each representative has you can see that from over here returning 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 specific classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of query it is so what type of question it is you can also designate a specific agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the client so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have replied to this consumer you can also 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 company that’s running this ticketing service and you have a comparable sort of reaction you require to offer 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 actually basic starting with us refunds and orders information gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a question that is frequently asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket certainly the question is various but i’m just selecting this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended options and canned kinds so you’re going to click recommended services and you can see different articles that are a pre-written answer to a customer question and you can just place that pre-written information into your reaction and send it without needing to

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retype the same kind of responses again and again so this is a really simple formula for your representatives to follow so they can easily respond to e-mails so another fantastic function that freshdesk actually supplies is creating groups so if you click on groups in the admin area you can develop different groups for various functions so if a ticket and an issue is connected to billing you can assign a group member so over here i’ve designated myself in this group and that individual could define their function and make them the leader of this sort of billing ticket aside from that you can also appoint various in the group section you can also appoint different tickets to various groups and as soon as 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 certain circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you men in the next video Skill Based Routing Freshdesk Talk