Step By Step Guide To Integrating Freshdesk And Salesforce – effortless omnichannel service

So we are talking about…Step By Step Guide To Integrating Freshdesk And Salesforce…you can use freshdesk for client service so let’s start first off you’re gon na begin your complimentary 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 customize your help desk you can verify your e-mail and below that you can see you can include your language whatever sort of language you desire on your site alter 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 alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with by means of phone e-mail social networks chat or kinds and below that you can add your consumer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can welcome someone 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 invite them over here next up over here we have our control panel our dashboard reveals 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 graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice trend and listed below that you have your client complete satisfaction and you can see the percentage of positive actions or unfavorable actions even neutral reactions and the total actions that you have gotten on the right side you’re gon na have your order of business so something that you need to contribute 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 control panel 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 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 right side you can see over here you can filter out what type of tickets you want to see if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per 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 called individuals you can see their e-mail addresses uh their company titles their contact 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 kind 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 miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you may 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 likewise view your ticket volume patterns so you can Step By Step Guide To Integrating Freshdesk And Salesforce

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can see the progress or the details of a particular employee or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what sort of development you have made what milestones that you have reached and just 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 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 particular classification what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can also appoint a particular agent to this inquiry so you can just include a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving 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 respond to the client so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this customer you can likewise erase 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 comparable type of reaction you need to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually basic starting with us refunds and orders info presents and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will shipment take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different but i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions and canned forms so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written information into your response and send it without having to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to emails so another great feature that freshdesk actually offers is creating groups so if you click on groups in the admin area you can create different groups for different functions so if a ticket and a concern is related to billing you can designate a group member so over here i have actually appointed myself in this group and that person could define their function and make them the leader of this type of billing ticket aside from that you can likewise designate various in the group area you can likewise designate different tickets to various groups and once 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 customer escalations where consumers may have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll catch you people in the next video Step By Step Guide To Integrating Freshdesk And Salesforce