Sphinx Freshdesk – effortless omnichannel service

So we are talking about…Sphinx Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you sign up you’re gon na get going which will load 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 personalize your assistance desk you can verify your e-mail and below that you can see you can include your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can likewise change 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 upgrade those and next you’re gon na choose your assistance channel so how you can be contacted through phone email social networks chat or kinds and listed below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody 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 give you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good pattern and listed below that you have your consumer satisfaction and you can see the percentage of favorable actions or negative reactions even neutral actions and the overall actions that you have received on the ideal side you’re gon na have your to-do list 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 great 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 simply state 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 right 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 designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your solution tab is a basic sort of details tab which allows you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Sphinx Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately 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 basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the progress or the information of a particular staff member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what sort of development you have actually made what turning points that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 include tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its priority and you can also set what type of query it is so what type of concern it is you can also appoint a specific representative to this question so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be fixing 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 add this note now i’m going to reply 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 item i’m simply going to send that and now i have responded to this consumer you can also erase your responses within 10 seconds so if you make a mistake you can erase 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 sort of response you require to give to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have general getting started with us refunds and orders information presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will shipment take that’s a concern that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is various but i’m simply selecting 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 replying to a customer on the bottom left you can see suggested services 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 question and you can simply place that pre-written details into your reaction and send it without needing to

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retype the same sort of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to emails so another fantastic feature that freshdesk truly offers is producing groups so if you click groups in the admin area you can produce various groups for different purposes so if a ticket and an issue is associated with billing you can assign a group member so over here i’ve designated myself in this group which person could specify their function and make them the leader of this type of billing ticket aside from that you can likewise designate various in the group section you can likewise designate various tickets to different groups and as soon as 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 raised a certain scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Sphinx Freshdesk