Square Freshdesk – effortless omnichannel service

So we are talking about…Square Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you register you’re gon na start which 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 individualize your aid desk you can verify your email and listed below that you can see you can add your language whatever sort of language you want on your site change the color of your logo design so as you can see i’m gon na go with 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 should make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be called by means of phone e-mail social media chat or kinds and below that you can include your client 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 someone 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 welcome them over here next up over here we have our control panel our control panel shows our

 

unresolved 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 better or even worse it’s going to show you a good pattern and listed below that you have your client complete satisfaction and you can see the percentage of favorable responses or negative responses even neutral responses and the overall actions that you have gotten 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 provide you a great little suggestion on your basic dashboard and now on the left side we’re gon na carry on 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 high and urgent ones will be on the top however 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 wish to view if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see 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 manner in which you have actually gotten in touch with individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your solution tab is a basic type of details tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the options tab you have your reports and analytics reports are the basic general introduction of how many 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 patterns so you can Square Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can see the development or the details of a certain employee or a group member and listed below that you can see your different channels of communication you can also view your workflow and what sort of progress you have made what turning points that you have actually reached and how much productivity each agent has you can see that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific classification what sort of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what type of concern it is you can also assign a particular representative to this query so you can just include a note generally 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 update the status i’m going to add this note now i’m going to respond to the client so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually replied to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of action you need to give to each of your consumers again and again you’re going to go into the services 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 vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see how long will delivery take that’s a concern that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different but i’m simply picking this as a sample and now i’m simply 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 consumer on the bottom left you can see suggested options and canned forms so you’re going to click suggested options and you can see different posts that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without needing to

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retype the same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk really provides is producing groups so if you click groups in the admin area you can create various groups for different functions so if a ticket and a problem is connected to billing you can designate a group member so over here i have actually assigned myself in this group which person might specify their role and make them the leader of this type of billing ticket aside from that you can likewise assign different in the group section you can likewise designate different tickets to various 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 customers may have raised a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you guys in the next video Square Freshdesk