Structured Message Payload Freshdesk – effortless omnichannel service

So we are talking about…Structured Message Payload Freshdesk…you can utilize freshdesk for customer care so let’s get going first off you’re gon na begin your complimentary 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 and that will load your basic dashboard so when you’re getting going 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 confirm your e-mail and listed below that you can see you can add your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and 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 upgrade those and next you’re gon na choose your support channel so how you can be called through phone email social networks chat or forms and listed below that you can include your client assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel 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 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 fulfillment and you can see the percentage of positive actions or negative responses even neutral reactions and the total actions that you have received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a great little reminder 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 just state let’s sort them by their status and now you can see urgent and high 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 type of tickets you want to see if you want to see the tickets that are assigned 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 companies so you can see those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers 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 general kind of info 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 solutions tab and listed below the options tab you have your reports and analytics reports are the standard general overview of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Structured Message Payload Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or reduce 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 team channels workflow agent productivity support operation and your general account settings over here you can view the development or the details of a specific employee 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 actually made what milestones that you have actually reached and how much productivity each agent has you can view that from over here going back into tickets i’m going to reveal 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 category what sort of ticket this is you can change its status you can set its concern and you can also set what sort of question it is so what type of concern it is you can likewise appoint a particular agent to this query so you can just add a note essentially reply

 

tto this person and now i’m going to simply tell them i will be fixing 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 customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have actually replied to this customer you can also delete your responses within 10 seconds so if you make a mistake you can delete 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 response you need to provide 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 basic getting started with us refunds and orders info gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see for how long will shipment take that’s a concern that is often asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is different however i’m simply picking this as a sample and now i’m just 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 customer on the bottom left you can see suggested solutions and canned forms so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a customer question and you can just place that pre-written info into your action and send it without needing to

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retype the very same type of answers again and again so this is a very easy formula for your agents to follow so they can easily respond to e-mails so another excellent feature that freshdesk really provides is developing groups so if you click groups in the admin area you can create different groups for various purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i’ve appointed myself in this group which individual could define their role and make them the leader of this type of billing ticket aside from that you can also designate various in the group area you can also designate 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 consumer escalations where customers may have raised a particular situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll catch you people in the next video Structured Message Payload Freshdesk