Spotify Help Freshdesk – effortless omnichannel service

So we are talking about…Spotify Help Freshdesk…you can utilize freshdesk for client service so let’s begin first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you register you’re gon na get started and that will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your email and listed 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 so as you can see i’m gon na choose a pink and below that you can also 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 pick your support channel so how you can be gotten in touch with by means of phone email social networks chat or types and below that you can add your consumer assistance e-mail 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 selling the tickets for you you can invite them over here next up over here we have our dashboard our dashboard shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your consumer complete satisfaction and you can see the portion of positive actions or negative reactions even neutral reactions and the total responses that you have actually received on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na give you a good little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see high and urgent ones will be on the top nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your option tab is a basic sort of information tab which permits 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 various you will find it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume patterns so you can Spotify Help Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or reduce in these sales you can see receiving 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 view the progress or the information of a certain staff member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have made what milestones that you have reached and how much performance each agent has you can see 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 add tags you can put it in a particular classification what sort of ticket this is you can alter its status you can set its concern and you can likewise set what kind of question it is so what type of question it is you can likewise appoint a specific agent to this query 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 upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this customer you can also delete your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar kind 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 classifications you have actually general getting started with us refunds and orders info presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see 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 just gon na as a sample just choose this ticket undoubtedly the concern is different but i’m just 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 replying to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click recommended options and you can see different articles that are a pre-written answer to a consumer question and you can simply place that pre-written information into your response and send it without having to

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retype the very same kind of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to emails so another fantastic function that freshdesk truly offers is creating groups so if you click on groups in the admin area you can produce different groups for various purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i have actually appointed myself in this group and that individual could define their function and make them the leader of this type of billing ticket other than that you can also assign various in the group area you can likewise designate different tickets to various 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 customers may have raised a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Spotify Help Freshdesk