Steven Yan Freshdesk – effortless omnichannel service

So we are talking about…Steven Yan Freshdesk…you can utilize freshdesk for customer service so let’s start first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get started which 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 personalize your aid desk you can verify your email and below that you can see you can include your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone e-mail social networks chat or types and below that you can add your client assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unsolved 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your consumer satisfaction and you can see the percentage of positive responses or negative reactions even neutral reactions and the overall reactions that you have gotten on the ideal side you’re gon na have your order of business so something that you require 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 arrange them by their status and now you can see urgent and high 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 type of tickets you want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and business so you can view 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 type of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of information tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the basic general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume trends so you can Steven Yan Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent performance support operation and your basic account settings over here you can see the progress or the details of a specific team member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what turning points that you have reached and how much productivity each agent has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 classification what type of ticket this is you can alter its status you can set its concern and you can likewise set what type of query it is so what kind of question it is you can likewise appoint a specific representative to this query so you can simply add a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue 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 customer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this client you can likewise erase your reactions 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 a business that’s running this ticketing service and you have a similar type of reaction you require to offer to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the categories you have general starting with us refunds and orders information presents and coupons and truths 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 the length of time will delivery take that’s a concern 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 obviously the question is different however i’m simply picking this as a sample and now i’m just 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 recommended services and canned forms so you’re going to click suggested options and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written info into your reaction and send it without having to

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retype the exact same kind of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another excellent function that freshdesk actually provides is creating groups so if you click groups in the admin section you can produce different groups for different purposes so if a ticket and an issue is related to billing you can assign a group member so over here i’ve assigned myself in this group and that individual could define their function and make them the leader of this kind of billing ticket besides that you can likewise assign different in the group section you can also assign various 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 clients may have raised a particular circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll catch you men in the next video Steven Yan Freshdesk