Skilljar Freshdesk – effortless omnichannel service

So we are talking about…Skilljar Freshdesk…you can use freshdesk for customer support so let’s begin first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na get going which will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can validate your email and listed below that you can see you can add your language whatever type of language you desire on your website alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called via phone email social media chat or forms and listed below that you can include your client support 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 someone 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 successive over here we have our control panel our dashboard shows our

 

unresolved 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 patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and below that you have your consumer satisfaction and you can see the percentage of positive actions or negative actions even neutral reactions 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 order of business you’re gon na include it over here and it’s gon na provide you a good little reminder on your basic control panel 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 state let’s arrange them by their status and now you can see immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you want 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 view them over here you can filter them out based on your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your services tab so your option tab is a basic sort of details tab which permits 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 discover it in your options tab and listed below the services tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you may 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 also see your ticket volume patterns so you can Skilljar Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency assistance 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 listed 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 see that from over here going back 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 sort of ticket this is you can alter its status you can set its top priority and you can also set what sort of inquiry it is so what type of question it is you can likewise assign a specific representative 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 resolving 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 respond to the customer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually replied to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of response you require to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic getting going with us orders and refunds details presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see the length of time will delivery take that’s a question that is frequently asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket clearly the question is various but i’m simply choosing 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 client on the bottom left you can see suggested services and canned types so you’re going to click on recommended options and you can see different short articles that are a pre-written answer to a consumer concern and you can simply place that pre-written information into your action and send it without having to

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retype the very same kind of responses again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another terrific function that freshdesk actually supplies is producing groups so if you click groups in the admin section you can produce different groups for various purposes so if a ticket and a problem is connected to billing you can appoint a group member so over here i’ve designated myself in this group and that person might define their function and make them the leader of this type of billing ticket other than that you can also assign various in the group section you can also assign various tickets to various 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 clients may have elevated a certain situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you people in the next video Skilljar Freshdesk