Solving Freshdesk Tickets In Salesforce – effortless omnichannel service

So we are talking about…Solving Freshdesk Tickets In Salesforce…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na start and that will pack your basic dashboard 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 individualize your help desk you can validate your email and listed below that you can see you can include your language whatever type of language you want on your website change the color of your logo design so as you can see i’m gon na opt for 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 need to make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be called by means of phone email social networks chat or forms and below that you can include your client support email so if someone is going to be contacting you you can set that email over here and next up you can invite someone 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 invite them over here next up over here we have our control panel our dashboard shows our

 

unsolved 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 provide you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice trend and below that you have your consumer complete satisfaction and you can see the percentage of unfavorable responses or positive reactions even neutral actions and the total reactions that you have actually gotten on the right side you’re gon na have your to-do list 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 nice little pointer 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 state let’s arrange 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 ideal side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can view those whichever way that you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your options tab so your service tab is a basic sort of details tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Solving Freshdesk Tickets In Salesforce

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can view the progress or the information of a specific staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of progress you have made what milestones that you have actually reached and just how much performance each representative has you can see that from over here returning into tickets i’m going to show you how you can resolve 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 kind of ticket this is you can alter its status you can set its concern and you can also set what sort of inquiry it is so what kind of concern it is you can also appoint a specific agent to this query so you can simply include a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your problem 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 customer so it’s automatically going to key in 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 out that and now i have actually replied to this customer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of reaction you need to provide 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 classifications you have actually general beginning with us refunds and orders details gifts and vouchers and realities and concerns 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 shipment take that’s a question that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the question is various but i’m simply picking 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 recommended options and canned kinds so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a customer concern and you can simply insert that pre-written info into your response and send it without needing to

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retype the exact same type of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to e-mails so another great feature that freshdesk really offers is developing groups so if you click groups in the admin section you can create various groups for various purposes so if a ticket and a concern is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that person might specify their function and make them the leader of this type of billing ticket besides that you can also appoint different in the group section you can likewise appoint 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 customer escalations where clients might have elevated a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you guys in the next video Solving Freshdesk Tickets In Salesforce