Smartlink Freshdesk – effortless omnichannel service

So we are talking about…Smartlink Freshdesk…you can utilize freshdesk for customer support so let’s start first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you register you’re gon na get started which will load your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can verify your email and below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone email social media chat or kinds and below that you can include your client assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody 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 welcome them over here successive over here we have our control panel our control panel reveals our

 

unsolved tickets overdue 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 patterns so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your customer satisfaction and you can see the percentage of negative reactions or favorable actions even neutral reactions and the total responses that you have received on the best side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice little tip 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 simply state let’s sort 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 right 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 specific person 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 manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your solution tab is a basic sort of information tab which allows you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will discover it in your options tab and below the services tab you have your reports and analytics reports are the basic general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume patterns so you can Smartlink Freshdesk

see on the ideal 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 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity support operation and your basic account settings over here you can see the development or the details of a particular staff member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of progress you have made what milestones that you have reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to reveal 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 particular category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what sort of query it is so what kind of question it is you can likewise assign a specific agent to this inquiry so you can just include a note generally reply

 

tto this person and now i’m going to just tell them i will be fixing 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 add this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually replied to this consumer you can likewise erase your responses within 10 seconds so if you slip up you can erase 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 type of action you need to provide to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually general starting with us orders and refunds information gifts and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see how long will delivery take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is different however i’m simply picking this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned types so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a client concern and you can simply insert that pre-written info into your reaction and send it without having to

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retype the exact same kind of answers again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another great feature that freshdesk really provides is producing groups so if you click groups in the admin area you can develop various groups for different functions so if a concern and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group which person could define their function and make them the leader of this sort of billing ticket besides that you can also assign various in the group area you can also designate various tickets to various groups and as soon as 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 consumers might have raised a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you people in the next video Smartlink Freshdesk