Stanza Freshdesk – effortless omnichannel service

So we are talking about…Stanza Freshdesk…you can utilize freshdesk for customer service so let’s get going first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you register you’re gon na start and that will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can confirm your e-mail 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 so as you can see i’m gon na choose 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 update those and next you’re gon na choose your support channel so how you can be called by means of phone e-mail social networks chat or types and below that you can include your client support email so if someone is going to be calling 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 somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice trend and listed below that you have your client complete satisfaction and you can see the percentage of favorable reactions or unfavorable responses even neutral responses and the total reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a nice little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 view if you wish 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 based on your needs and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your service tab is a general sort of details tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Stanza Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may 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 group channels workflow representative performance assistance operation and your basic account settings over here you can view the progress or the details of a particular employee or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of development you have made what milestones that you have reached and how much efficiency each representative has you can see that from over here going back 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 include tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what type of concern it is you can likewise assign a specific representative to this query 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 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 include this note now i’m going to reply to the client so it’s immediately 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 just going to send out that and now i have responded to this customer you can also erase your reactions 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 a business that’s running this ticketing service and you have a comparable type of action you require to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds details presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is various however i’m simply selecting this as a sample and now i’m just going to select 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 recommended 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 consumer question and you can just insert that pre-written information into your response and send it without having to

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retype the same type of responses again and again so this is a very easy formula for your agents to follow so they can easily react to e-mails so another excellent function that freshdesk actually provides is creating groups so if you click on groups in the admin section you can create different groups for different functions so if a concern and a ticket is connected to billing you can appoint a group member so over here i have actually assigned myself in this group which person could define their role 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 assign various 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 elevated a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you people in the next video Stanza Freshdesk