Smarsh Freshdesk – effortless omnichannel service

So we are talking about…Smarsh Freshdesk…you can utilize freshdesk for customer care so let’s get started to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na get going and that will pack your basic dashboard 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 listed below that you can see you can add your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na go with a pink and listed below that you can likewise alter 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 upgrade those and next you’re gon na choose your assistance channel so how you can be contacted via phone email social media chat or forms and below that you can include your consumer assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody 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

 

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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your client fulfillment and you can see the percentage of unfavorable responses or favorable actions even neutral responses and the total actions that you have actually received on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a nice little reminder 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 arrange them by their status and now you can see high and immediate ones will be on the top nevertheless 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 kind of tickets you wish 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 according to your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your option tab is a basic sort of information tab which enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the standard general overview of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Smarsh Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance assistance operation and your basic account settings over here you can view the development or the information of a specific staff member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have actually made what milestones that you have actually reached and just how much performance each representative has you can see that from over here going back into tickets i’m going to reveal 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 include tags you can put it in a specific category what kind of ticket this is you can change its status you can set its concern and you can also set what type of query it is so what type of question it is you can likewise designate a specific representative to this question so you can just include a note basically reply

 

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 update the status i’m going to include this note now i’m going to reply to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have replied to this consumer you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable kind of response you require to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic getting going with us refunds and orders details gifts and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently 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 return to ticketing i’m just gon na as a sample just select this ticket clearly the concern is various but i’m simply selecting 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 customer on the bottom left you can see suggested options and canned forms so you’re going to click suggested services and you can see different posts that are a pre-written answer to a client concern and you can just place that pre-written info into your reaction and send it without needing to

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retype the exact same type of responses again and again so this is a really simple formula for your agents to follow so they can quickly react to emails so another terrific feature that freshdesk really supplies is producing groups so if you click groups in the admin area you can create different groups for different functions so if a ticket and a problem is related to billing you can appoint a group member so over here i have actually assigned myself in this group which person could define their role and make them the leader of this kind of billing ticket aside from that you can likewise appoint various in the group area you can also designate different tickets to different groups and when 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 customer escalations where customers might have raised a specific circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you people in the next video Smarsh Freshdesk