Sookasa Freshdesk – effortless omnichannel service

So we are talking about…Sookasa Freshdesk…you can utilize freshdesk for customer care so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you register you’re gon na get started and that will pack 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 help desk you can validate your e-mail and listed below that you can see you can include your language whatever type of language you desire on your site 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 also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone e-mail social networks chat or kinds and below that you can include your customer support e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals 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 give you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and below that you have your client satisfaction and you can see the percentage of positive actions or negative responses even neutral actions and the total responses that you have actually received on the best side you’re gon na have your to-do list 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 provide you a nice little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate 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 type of tickets you want to view if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort 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 see your email marketing your legal requirements

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your service related announcements so if there is something that is type 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 fundamental general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume trends so you can Sookasa Freshdesk

see on the ideal 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 getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your basic account settings over here you can see the progress or the information 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 just 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 particular classification what kind of ticket this is you can alter 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 also designate a specific representative to this question so you can just add a note essentially respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to add this note now i’m going to reply to the client so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually responded to this customer you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of response you need 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 categories you have general getting going with us orders and refunds details gifts and coupons and realities 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 shipment take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is different however i’m just 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 responding to a consumer on the bottom left you can see suggested options and canned types so you’re going to click on recommended solutions and you can see different short articles that are a pre-written answer to a client question and you can simply insert that pre-written information into your response and send it without needing to

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retype the exact same kind 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 excellent feature that freshdesk truly offers is developing groups so if you click on groups in the admin area you can produce various groups for different functions so if a ticket and an issue is related to billing you can assign a group member so over here i’ve appointed myself in this group and that person might define their function and make them the leader of this kind of billing ticket aside from that you can also assign different in the group area you can likewise designate different 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 consumers might have raised a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you people in the next video Sookasa Freshdesk