Sparkcentral Freshdesk – effortless omnichannel service

So we are talking about…Sparkcentral 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 complimentary as quickly as you register you’re gon na begin and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can confirm your email and below that you can see you can include your language whatever kind of language you want on your website change the color of your logo design 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 also gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be called by means of phone email social networks chat or types and below that you can add your client assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody 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 invite them over here next up over here we have our dashboard our dashboard reveals our

 

unsettled 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 chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice pattern and below that you have your consumer complete satisfaction and you can see the percentage of negative reactions or favorable responses even neutral actions and the total responses that you have received on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na give you a great little suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 designated 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 successive listed below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with individuals you can see their e-mail addresses uh their business 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 solution tab is a basic sort of information tab which allows 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 type of miscellaneous you will discover it in your solutions tab and below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume trend 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 Sparkcentral Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency support operation and your basic account settings over here you can view the progress or the details of a specific team member or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of progress you have actually made what milestones that you have actually reached and how much performance each representative has you can view 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 specific category what kind of ticket this is you can change its status you can set its priority and you can likewise set what type of question it is so what kind of question it is you can also appoint a particular representative to this question so you can just add a note generally respond

 

tto this person and now i’m going to simply tell them i will be solving 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 include this note now i’m going to reply to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually replied to this customer you can also 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 a service that’s running this ticketing service and you have a comparable type of response you need to give to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic getting started with us orders and refunds info gifts and discount coupons and truths 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 for how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket clearly the question is different but i’m simply picking this as a sample and now i’m simply going to choose 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 options and canned forms so you’re going to click on recommended solutions and you can see various short articles that are a pre-written answer to a customer question and you can just place that pre-written information into your action and send it without needing to

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retype the exact same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk actually provides is producing groups so if you click groups in the admin area you can produce different groups for different functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually assigned myself in this group and that individual could define their function and make them the leader of this sort of billing ticket other than that you can also designate various in the group section you can likewise designate different tickets to various 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 clients might have raised a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you guys in the next video Sparkcentral Freshdesk