Software Engineer Sunshine Freshdesk – effortless omnichannel service

So we are talking about…Software Engineer Sunshine Freshdesk…you can utilize freshdesk for customer support so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na get going which will load your basic control panel 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 confirm your e-mail and listed below that you can see you can include 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 choose a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be gotten in touch with through phone e-mail social media chat or forms and below that you can include your customer support email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your group 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 control panel 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 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 show you a great trend and below that you have your client satisfaction and you can see the portion of favorable reactions or negative actions even neutral responses and the overall reactions that you have gotten on the ideal side you’re gon na have your order of business 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 offer you a nice little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply state let’s sort them by their status and now you can see urgent and high ones will be on the top 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 want to see if you wish 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 as per your requirements and successive below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a general kind of info tab which allows you to view 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 services tab and below the solutions tab you have your reports and analytics reports are the standard general introduction 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 thorough ticket analysis and you can likewise view your ticket volume patterns so you can Software Engineer Sunshine Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or two 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 agent performance support operation and your basic account settings over here you can view the development or the details of a certain employee or a group member and below that you can see your various channels of communication you can also see your workflow and what type of progress you have made what turning points that you have reached and how much performance each representative has you can see that from over here going back 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 kind of ticket this is you can change 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 appoint a particular agent to this query so you can just add a note essentially respond

 

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 reply to the consumer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have replied to this client you can likewise delete your reactions 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 sort of action you need to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic getting going with us refunds and orders details gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a question that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is different but i’m simply choosing 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 replying to a client on the bottom left you can see suggested services 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 customer concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the very same sort of responses again and again so this is a very simple formula for your representatives to follow so they can easily respond to e-mails so another great function that freshdesk really provides is creating groups so if you click groups in the admin area you can develop various groups for different purposes so if a ticket and a concern is related to billing you can designate a group member so over here i’ve appointed myself in this group and that person could specify their role and make them the leader of this type of billing ticket aside from that you can also assign various in the group section you can also appoint different tickets to various groups and as soon as 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 consumer escalations where customers may have raised a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you guys in the next video Software Engineer Sunshine Freshdesk