Sla’s Freshdesk – effortless omnichannel service

So we are talking about…Sla’s Freshdesk…you can use freshdesk for customer service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you register you’re gon na begin and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can verify your e-mail and listed below that you can see you can add your language whatever type 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 below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be gotten in touch with via phone email social networks chat or kinds and below that you can include your consumer support email so if someone is going to be contacting you you can set that e-mail over here and next up you can invite someone to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up 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 provide you a graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and listed below that you have your client complete satisfaction and you can see the percentage of favorable reactions or negative reactions even neutral reactions and the overall responses that you have gotten 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 include it over here and it’s gon na provide you a great little pointer on your basic control panel 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 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 sort of tickets you want to view if you wish 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 needs and next up 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 contact number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your option tab is a basic kind of details tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic 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 in-depth ticket analysis and you can also see your ticket volume trends so you can Sla’s Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold approximately 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 general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can view the progress or the details of a certain employee 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 development you have made what milestones that you have reached and just how much performance each representative 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 add tags you can put it in a particular classification what type of ticket this is you can change its status you can set its top priority and you can likewise set what kind of question it is so what type of question it is you can likewise appoint a particular agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue 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 reply to the client so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have responded to this consumer you can likewise 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 an organization that’s running this ticketing service and you have a comparable type of reaction you require to provide to each of your customers 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 basic getting started with us orders and refunds information gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is various however i’m just choosing this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned types so you’re going to click suggested options and you can see different articles that are a pre-written answer to a client question and you can simply place that pre-written information into your action and send it without having to

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retype the very same type of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily react to emails so another excellent feature that freshdesk actually supplies is creating groups so if you click groups in the admin area you can create various groups for different functions so if a concern and a ticket is related to billing you can designate a group member so over here i’ve assigned myself in this group and that person could specify their function and make them the leader of this kind of billing ticket aside from that you can likewise designate various in the group section you can likewise designate various tickets to various groups and when 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 client escalations where clients may have raised a certain scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you men in the next video Sla’s Freshdesk