Sla Automation Freshdesk – effortless omnichannel service

So we are talking about…Sla Automation Freshdesk…you can use freshdesk for customer service so let’s start first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na begin which will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can confirm your email and listed below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with 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 should make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be contacted via phone e-mail social networks chat or types and below that you can add your client support e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals 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 graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and listed below that you have your customer satisfaction and you can see the portion of positive actions or unfavorable responses even neutral actions and the overall responses that you have actually received on the best side you’re gon na have your order of business 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 offer you a nice little tip on your basic control panel and now on the left side we’re gon na move 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 right side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with people 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 service tab is a general kind of details tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Sla Automation Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or so what is the increase 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 group channels workflow agent performance support operation and your basic account settings over here you can view the progress 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 kind of development you have 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 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 add 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 kind of query it is so what type of question it is you can also designate a particular agent to this inquiry so you can just add 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out 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 delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar sort of response you require to provide to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general beginning with us orders and refunds information presents and discount coupons and realities and concerns 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 delivery take that’s a question that is typically asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket certainly the question is various however i’m just selecting 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 recommended options and canned types so you’re going to click on recommended services and you can see various short articles that are a pre-written answer to a customer question and you can simply place that pre-written information into your response and send it without needing to

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retype the exact same type of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk truly provides is producing groups so if you click on groups in the admin section you can produce various groups for different purposes so if a ticket and a concern is related to billing you can designate a group member so over here i have actually appointed myself in this group which person could define 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 likewise appoint 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 consumers might have raised a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you guys in the next video Sla Automation Freshdesk