Sla Event Tracker Freshdesk – effortless omnichannel service

So we are talking about…Sla Event Tracker Freshdesk…you can use freshdesk for customer support so let’s get going 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 sign up for free as soon as you register you’re gon na get going which will load 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 individualize your aid desk you can validate your email and below that you can see you can add your language whatever sort of language you desire on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can also alter your menu color so i’m also 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 choose your assistance channel so how you can be called via phone email social networks chat or kinds and listed 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 team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unresolved 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 shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your client fulfillment and you can see the portion of favorable responses or negative responses even neutral actions and the overall responses 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 include it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na proceed 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 high and urgent ones will be on the leading 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 wish to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on 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 e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your service tab is a general kind of info tab which permits you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your services tab and listed below the options tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume trends so you can Sla Event Tracker Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative productivity assistance operation and your general account settings over here you can see the development or the information of a certain staff member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what sort of development you have made what turning points that you have reached and how much productivity 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 particular classification what type of ticket this is you can alter 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 representative to this inquiry so you can just include a note generally 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 respond to the client so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually responded to this customer you can also erase 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 a company that’s running this ticketing service and you have a similar kind of reaction you require to provide to each of your customers 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 general beginning with us orders and refunds details gifts and vouchers and truths 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 for how long will shipment take that’s a concern that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is various but i’m just picking 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 client on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your response and send it without needing to

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retype the exact same kind of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to emails so another fantastic function that freshdesk actually supplies is producing groups so if you click on groups in the admin section you can produce various groups for different functions so if a concern and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group and that individual might specify their function and make them the leader of this sort of billing ticket besides that you can also appoint different in the group section you can likewise appoint various 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 might have elevated a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and valuable and i’ll catch you people in the next video Sla Event Tracker Freshdesk