Sla Rules Freshdesk – effortless omnichannel service

So we are talking about…Sla Rules Freshdesk…you can use freshdesk for customer care so let’s start first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you register you’re gon na get started which will fill 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 personalize your help desk you can validate your e-mail and listed below that you can see you can add your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise alter your menu color so i’m also 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 support channel so how you can be called through phone email social networks chat or kinds and listed below that you can add your consumer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if someone 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 offer you a graph that shows you the patterns 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 consumer fulfillment and you can see the percentage of positive actions or unfavorable actions even neutral reactions and the overall actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a good little reminder on your basic dashboard 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 say let’s sort 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 type of tickets you wish to see if you want 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 requirements and next up below that you have your basic contact and companies so you can view those whichever manner in which you have actually called individuals you can see their email addresses uh their company 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 details tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Sla Rules Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can see the development or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what sort of progress you have made what milestones that you have actually reached and just how much efficiency each representative has you can see that from over here going back into tickets i’m going to show 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 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 priority and you can likewise set what kind of question it is so what kind of question it is you can also assign a particular agent to this question so you can simply add a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 client so it’s automatically going to type in hi matt rogers that’s the client 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 responded to this customer you can also erase your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar type of response you need to provide to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general beginning with us refunds and orders information gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see how long will shipment take that’s a concern that is often asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket obviously the question is various however i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see recommended services and canned types so you’re going to click suggested options and you can see various 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 needing to

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retype the very same sort of responses again and again so this is a very simple formula for your agents to follow so they can easily respond to e-mails so another fantastic feature that freshdesk truly 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 concern is associated with billing you can appoint a group member so over here i’ve appointed myself in this group and that individual could define their role and make them the leader of this sort 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 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 customer escalations where clients may have elevated a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you men in the next video Sla Rules Freshdesk