Sonar Freshdesk – effortless omnichannel service

So we are talking about…Sonar Freshdesk…you can utilize freshdesk for customer care so let’s get going first off you’re gon na begin your totally 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 begin and that will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can validate your e-mail and listed 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 opt for a pink and listed below that you can likewise change 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 support channel so how you can be gotten in touch with through phone e-mail social networks chat or types and listed below that you can include your customer assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody 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 dashboard shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals 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 client satisfaction and you can see the portion of negative actions or positive reactions even neutral responses and the overall responses that you have actually gotten on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a good little suggestion 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 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 ideal side you can see over here you can filter out what kind of tickets you want to see if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can view those whichever way that you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your option tab is a general type of info tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the services tab you have your reports and analytics reports are the standard general summary of the number of tickets you might have sold what is the ticket volume trend 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 Sonar Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can see the development or the information of a certain team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what type of progress you have actually made what turning points that you have reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal you how you can solve 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 specific category what type of ticket this is you can alter its status you can set its priority and you can likewise set what kind of inquiry it is so what type of question it is you can likewise appoint a particular representative to this question so you can simply add a note essentially respond

 

tto this person and now i’m going to just 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 include this note now i’m going to respond to the client so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just 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 an organization that’s running this ticketing service and you have a similar sort of response you require to give to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have general beginning with us orders and refunds information presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a question that is often asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is various 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 respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned kinds so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a client concern and you can just place that pre-written details into your reaction and send it without needing to

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retype the very same type of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk actually supplies is developing groups so if you click on groups in the admin area you can develop 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 appointed myself in this group which individual could specify their role and make them the leader of this type of billing ticket aside from that you can also designate different in the group section you can also designate different tickets to different 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 client escalations where clients may have elevated a certain situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll catch you people in the next video Sonar Freshdesk