Skills-based Routing Freshdesk Chat – effortless omnichannel service

So we are talking about…Skills-based Routing Freshdesk Chat…you can utilize freshdesk for customer service so let’s get started first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you register you’re gon na begin and that will load 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 individualize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be contacted through phone e-mail social networks chat or kinds and listed below that you can include your customer assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite 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 control panel our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that reveals 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 complete satisfaction and you can see the portion of negative responses or positive responses even neutral actions and the total actions that you have actually gotten on the right side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a nice little reminder 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 simply say let’s arrange them by their status and now you can see immediate and high ones will be on the top however 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 sort of tickets you wish to see if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive listed below that you have your basic contact and business so you can see those whichever way that you have actually called people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your option tab is a basic sort of information tab which enables you to see your email marketing your legal requirements

Get Skills-based Routing Freshdesk Chat support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is type of miscellaneous you will discover it in your services tab and below the services tab you have your analytics and reports reports are the basic general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Skills-based Routing Freshdesk Chat

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and 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 development or the information of a specific team member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what kind of progress you have actually made what turning points that you have reached and just how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal 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 type of inquiry it is so what kind of concern it is you can likewise assign a particular agent to this question so you can simply add a note basically respond

 

tto this person and now i’m going to simply tell them i will be solving 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 reply to the client so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually responded to this client you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of action you need to offer to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have basic beginning with us refunds and orders info presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will shipment take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is various however i’m simply selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see suggested options and canned types so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a consumer question and you can simply insert that pre-written information into your action and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same type of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another terrific feature that freshdesk truly supplies is creating groups so if you click on groups in the admin section you can produce various groups for various purposes so if an issue and a ticket is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that person might define their function and make them the leader of this type of billing ticket aside from that you can likewise appoint different in the group area you can likewise designate various tickets to various groups and when 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 customers may have raised a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you men in the next video Skills-based Routing Freshdesk Chat

 

 

Skills Based Routing Freshdesk Chat – effortless omnichannel service

So we are talking about…Skills Based Routing Freshdesk Chat…you can use freshdesk for customer support so let’s start to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get started and that will fill your basic dashboard so when you’re getting started 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 sort of language you want 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 change your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be contacted by means of phone email social media chat or forms and below that you can include your customer assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite someone 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 next up over here we have our dashboard our dashboard reveals 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 give you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your consumer complete satisfaction and you can see the portion of positive responses or unfavorable responses even neutral reactions and the overall responses 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 include it over here and it’s gon na provide you a great little suggestion 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 sort them by their status and now you can see high and immediate ones will be on the top 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 wish to view if you want to see the tickets that are appointed to a specific individual 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 contacted individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your services tab so your option tab is a basic kind of details tab which enables you to see your e-mail marketing your legal requirements

Get Skills Based Routing Freshdesk Chat support, customer, ticket, software, zendesk,

your service related statements so if there is something that is type of miscellaneous you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Skills Based Routing Freshdesk Chat

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately 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 group channels workflow agent performance support operation and your general account settings over here you can view the development or the information of a certain employee or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what sort of development you have actually made what milestones that you have actually reached and just how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal you how you can deal with 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 specific category what kind of ticket this is you can change its status you can set its concern and you can likewise set what kind of inquiry it is so what kind of question it is you can likewise designate a specific representative to this inquiry so you can simply add a note essentially reply

 

tto this person and now i’m going to simply 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s instantly 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 actually responded to this client you can likewise erase your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable sort of action you need to provide to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general starting with us orders and refunds information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a question that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket clearly the concern is various however i’m just choosing this as a sample and now i’m simply going to select this as a sample and i’m going to reply 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 recommended solutions and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same kind of answers again and again so this is an extremely simple formula for your agents to follow so they can easily respond to emails so another excellent function that freshdesk truly provides is developing groups so if you click groups in the admin section you can develop different groups for different purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i have actually appointed myself in this group and that person could specify their function and make them the leader of this type of billing ticket other than that you can likewise assign various in the group area you can likewise assign different tickets to different 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 situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and handy and i’ll catch you men in the next video Skills Based Routing Freshdesk Chat