Solution Consultant Freshdesk – effortless omnichannel service

So we are talking about…Solution Consultant Freshdesk…you can utilize freshdesk for customer service so let’s get started first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you sign up you’re gon na begin which will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your email and below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo so as you can see i’m gon na go with 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 update those and next you’re gon na choose your assistance channel so how you can be contacted through phone e-mail social networks chat or forms and below that you can include your client support e-mail 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 selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows our

 

unresolved 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 offer you a graph that reveals 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 complete satisfaction and you can see the percentage of negative actions or favorable actions even neutral actions and the overall actions that you have received on the right side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a good little pointer 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 just say let’s sort them by their status and now you can see high and immediate ones will be on the top however 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 type of tickets you wish to view if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a general kind of details tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of miscellaneous you will find it in your services tab and below the solutions tab you have your reports and analytics reports are the basic general summary of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Solution Consultant Freshdesk

see on the best side you have your today’s ticket inside so how many 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 general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can see the development or the information of a specific 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 view that from over here returning into tickets i’m going to show 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 particular category what kind 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 type of question it is you can likewise designate a particular representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to simply 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 consumer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send that and now i have replied to this customer you can likewise erase your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable kind of reaction you need to give 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 categories you have basic getting going with us orders and refunds details gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery take that’s a concern that is frequently asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket obviously the question is various however i’m simply picking this as a sample and now i’m simply 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 suggested services and canned kinds so you’re going to click recommended options and you can see various posts that are a pre-written answer to a customer question and you can simply place that pre-written information into your response and send it without having to

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retype the very same kind of answers again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another excellent function that freshdesk really supplies is creating groups so if you click on groups in the admin area you can develop different groups for various functions so if a concern and a ticket is related to billing you can designate a group member so over here i have actually assigned myself in this group which person might define their function and make them the leader of this sort of billing ticket other than that you can likewise appoint different in the group section you can likewise assign various tickets to various 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 consumer escalations where customers may have raised a certain situation 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 useful and i’ll capture you people in the next video Solution Consultant Freshdesk