Sla Targets Freshdesk – effortless omnichannel service

So we are talking about…Sla Targets Freshdesk…you can use freshdesk for customer service so let’s start to begin with 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 totally free as soon as you register you’re gon na start and that will load 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 assistance 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 so as you can see i’m gon na choose 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 need to make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be contacted by means of phone email social networks chat or forms and listed below that you can include your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your client satisfaction and you can see the percentage of unfavorable responses or positive actions even neutral actions and the total responses that you have actually gotten on the best side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na give you a nice little tip 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 simply say let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 want to view if you wish to see the tickets that are designated to a specific individual 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 listed below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your option tab is a basic type of information tab which allows you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your services tab and below the solutions tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can Sla Targets Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or reduce 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 group channels workflow representative productivity assistance operation and your general account settings over here you can view the progress 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 also see your workflow and what kind of progress you have made what milestones that you have actually reached and just how much productivity each agent has you can view that from over here returning into tickets i’m going to show you how you can resolve 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 classification what sort of ticket this is you can alter its status you can set its concern and you can likewise set what type of inquiry it is so what type of concern it is you can also assign a specific agent to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable kind of response you require to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic getting going with us refunds and orders info presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently 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 after that go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different but i’m simply choosing this as a sample and now i’m simply 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 suggested options 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 client question and you can just place that pre-written info into your action and send it without having to

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retype the exact same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another excellent function that freshdesk really supplies is developing groups so if you click groups in the admin area you can create various groups for different functions 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 person could specify their function and make them the leader of this type of billing ticket aside from that you can also designate various in the group area you can also assign 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 consumer escalations where clients may have raised a certain circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll catch you men in the next video Sla Targets Freshdesk