Smartthings Freshdesk – effortless omnichannel service

So we are talking about…Smartthings Freshdesk…you can utilize freshdesk for customer support so let’s begin to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you register you’re gon na start which will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance 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 change the color of your logo 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 need to make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with via phone email social media chat or forms and below that you can add your client support email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals 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 provide you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great trend and below that you have your customer fulfillment and you can see the percentage of positive reactions or negative reactions even neutral actions and the overall reactions that you have actually received on the right side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a great little tip on your basic control panel and now on the left side we’re gon na proceed 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 top however 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 type of tickets you wish to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed 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 people you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your services tab so your service tab is a basic kind of details tab which permits 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 miscellaneous you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Smartthings Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view the progress or the details of a certain employee or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what kind of progress you have actually made what turning points that you have reached and how much efficiency each agent has you can see that from over here going back into tickets i’m going to reveal 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 specific classification what type of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of question it is you can likewise appoint a particular representative to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving 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 client so it’s instantly going to enter 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 that and now i have replied to this customer you can likewise erase 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 service that’s running this ticketing service and you have a comparable kind of response you need to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general starting with us refunds and orders info presents and vouchers 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 how long will shipment take that’s a concern that is typically asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket clearly the concern is various however i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested services and canned types so you’re going to click on recommended options and you can see different posts that are a pre-written answer to a customer question and you can just place that pre-written details into your response and send it without needing to

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retype the very same kind of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another great feature that freshdesk actually offers is creating groups so if you click groups in the admin section you can produce different groups for different purposes so if a ticket and a problem is related to billing you can designate a group member so over here i have actually appointed myself in this group and that individual could define their function and make them the leader of this kind of billing ticket aside from that you can likewise appoint various in the group section you can also designate various tickets to different groups and once 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 consumer escalations where customers may have elevated a particular scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you people in the next video Smartthings Freshdesk