Slack Incoming Webhooks Freshdesk – effortless omnichannel service

So we are talking about…Slack Incoming Webhooks Freshdesk…you can utilize freshdesk for client service 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 free as soon as you sign up you’re gon na get going which will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can confirm your email and listed below that you can see you can add your language whatever type of language you want on your website change the color of your logo design so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called via phone e-mail social media chat or kinds and listed below that you can add your customer support email so if someone is going to be contacting 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 selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard shows our

 

unsolved 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 chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good trend and listed below that you have your customer satisfaction and you can see the percentage of negative actions or positive actions even neutral reactions and the overall reactions that you have actually gotten on the right 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 provide you a great little pointer 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 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 based on your needs and successive below that you have your basic contact and business so you can see those whichever way that you have called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic sort 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 kind of various you will discover it in your services tab and listed below the solutions tab you have your analytics and reports reports are the basic 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 in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Slack Incoming Webhooks Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can see the progress or the information of a particular 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 actually made what milestones that you have actually reached and how much efficiency each representative has you can view that from over here going back into tickets i’m going to show you how you can deal with 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 sort of ticket this is you can alter its status you can set its top priority and you can also set what type of inquiry it is so what type of question it is you can also designate a specific agent to this query so you can just add a note essentially respond

 

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 update the status i’m going to add this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually replied to this customer you can also 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 service that’s running this ticketing service and you have a comparable kind of reaction 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 classifications you have actually basic starting with us orders and refunds info 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 available and let’s see the length of time will delivery take that’s a question that is frequently asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is various however i’m just picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a client question and you can just insert that pre-written information into your reaction and send it without having to

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retype the same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to emails so another great feature that freshdesk truly offers is developing groups so if you click groups in the admin section you can develop various groups for different functions so if an issue and a ticket is related to billing you can designate a group member so over here i have actually appointed myself in this group which individual could specify their role and make them the leader of this type of billing ticket besides that you can also assign different in the group area you can likewise appoint different tickets to various groups and as soon as you’ve 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 client escalations where customers may have elevated a particular situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you people in the next video Slack Incoming Webhooks Freshdesk