Slingshot Freshdesk – effortless omnichannel service

So we are talking about…Slingshot Freshdesk…you can use freshdesk for client service so let’s get started first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na begin which will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can validate your email and listed below that you can see you can include your language whatever kind of language you desire 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 also 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 pick your support channel so how you can be contacted via phone e-mail social networks chat or forms and below that you can include your client assistance e-mail so if somebody 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 group 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 control panel 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 give you a chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and listed below that you have your customer complete satisfaction and you can see the percentage of negative reactions or favorable responses even neutral reactions and the overall reactions that you have 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 nice little pointer on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high 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 kind of tickets you wish to view if you want to see the tickets that are designated 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 listed below that you have your basic contact and business so you can view those whichever way that you have actually called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a general type of information tab which enables you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the options tab you have your reports and analytics reports are the fundamental general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume trends so you can Slingshot Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce 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 team channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the information of a certain team member or a group member and below that you can see your different channels of communication you can also see your workflow and what type of development you have actually made what milestones that you have actually reached and just how much performance each agent has you can see that from over here returning 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 add tags you can put it in a specific category what type of ticket this is you can alter its status you can set its priority and you can also set what type of question it is so what kind of concern it is you can likewise assign a specific representative to this question so you can simply add a note essentially reply

 

tto this person and now i’m going to simply 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 add this note now i’m going to reply to the consumer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have responded to this client you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you need to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have general starting with us orders and refunds information presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will delivery take that’s a question that is typically asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket clearly the question is various but i’m simply picking this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended solutions and canned types so you’re going to click on recommended options and you can see various short articles that are a pre-written answer to a client question and you can just place that pre-written details into your reaction and send it without needing to

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retype the very same sort of answers again and again so this is a really easy formula for your agents to follow so they can easily react to e-mails so another excellent function that freshdesk really supplies is producing groups so if you click on groups in the admin section you can produce different groups for various functions so if a ticket and a problem is connected to billing you can designate a group member so over here i’ve assigned myself in this group which person might specify their role and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group section you can also designate different 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 customer escalations where clients may have raised a particular scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and practical and i’ll capture you guys in the next video Slingshot Freshdesk