Slack Freshdesk Intergration – effortless omnichannel service

So we are talking about…Slack Freshdesk Intergration…you can use freshdesk for customer care so let’s get started to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na get going which will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can verify your e-mail and below that you can see you can add your language whatever type of language you desire on your website alter 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 change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called via phone e-mail social media chat or kinds and listed below that you can include your customer support email so if somebody is going to be calling 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 selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel reveals our

 

unsettled 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 reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a nice pattern and listed below that you have your customer complete satisfaction and you can see the percentage of positive reactions or unfavorable actions even neutral reactions and the overall responses that you have received on the right side you’re gon na have your order of business 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 offer you a good little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see urgent and high ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you want to see if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a general sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of miscellaneous you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Slack Freshdesk Intergration

see on the right side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can view the progress or the details of a certain team member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what sort of progress you have made what milestones that you have actually reached and how much performance each agent has you can view 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 specific classification what sort of ticket this is you can alter its status you can set its concern and you can likewise set what sort of inquiry it is so what kind of question it is you can also assign a specific agent to this question so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the customer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m just going to send that and now i have actually replied to this client you can also delete your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of response you require to provide to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have general starting with us orders and refunds details presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will delivery take that’s a question that is frequently asked you can simply release this draft and then return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the concern is various 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 short articles that are a pre-written answer to a consumer question and you can just insert that pre-written details into your reaction and send it without needing to

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retype the exact same kind of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another fantastic feature that freshdesk actually offers is developing groups so if you click groups in the admin section you can develop various groups for various functions so if a ticket and a concern is associated with billing you can appoint a group member so over here i have actually designated myself in this group which individual could define their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can also appoint various tickets to various 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 customer escalations where customers might have raised a certain scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Slack Freshdesk Intergration