Skillshare Freshdesk – effortless omnichannel service

So we are talking about…Skillshare Freshdesk…you can use freshdesk for customer service so let’s start first off you’re gon na start your totally free 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 which will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can confirm your e-mail and below that you can see you can include your language whatever type of language you want on your website change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise 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 select your support channel so how you can be gotten in touch with through phone e-mail social media chat or types and below that you can add your consumer support email 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 group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unsettled 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 chart that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and below that you have your client complete satisfaction and you can see the portion of negative responses or favorable reactions even neutral responses and the total actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a nice little reminder on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent 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 sort of tickets you want to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your solution tab is a basic kind of details tab which allows you to view your email marketing your legal requirements

Get Skillshare Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is type of various you will discover it in your services tab and listed below the solutions tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Skillshare Freshdesk

see on the best 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 receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can view the development or the details of a certain team member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what sort of progress you have actually made what turning points that you have reached and how much productivity each agent has you can view that from over here returning 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 add tags you can put it in a particular category what sort of ticket this is you can change its status you can set its priority and you can also set what sort of question it is so what type of concern it is you can likewise designate a particular agent to this query so you can simply add a note basically respond

 

tto this person and now i’m going to just tell them i will be resolving 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 add this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the client 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 replied to this consumer you can likewise erase your actions within 10 seconds so if you slip up you can erase 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 type of action you need 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 categories you have actually basic getting started with us refunds and orders info presents and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will shipment take that’s a concern that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly 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 respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested solutions and canned kinds so you’re going to click on recommended options and you can see different posts that are a pre-written answer to a consumer concern and you can simply insert that pre-written information into your response and send it without having to

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retype the exact same kind of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly react to e-mails so another terrific function that freshdesk truly offers is producing groups so if you click on groups in the admin section you can produce various groups for various purposes so if a problem and a ticket is related to billing you can assign a group member so over here i’ve designated myself in this group and that individual might define their role 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 different tickets to different 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 client escalations where customers might have elevated 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 valuable and i’ll capture you men in the next video Skillshare Freshdesk