Submit Freshdesk Support Ticket – effortless omnichannel service

So we are talking about…Submit Freshdesk Support Ticket…you can use freshdesk for client service so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na begin and that will load 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 personalize your assistance desk you can verify your email and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo 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 also gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be called by means of phone e-mail social media chat or forms and below that you can include your customer support email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel reveals our

 

unsettled 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 reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a good pattern and below that you have your client complete satisfaction and you can see the portion of favorable actions or unfavorable responses even neutral actions and the overall responses that you have actually received on the right side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na give you a good little reminder 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 top nevertheless 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 kind of tickets you want to view if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and business so you can see those whichever way that you have contacted individuals you can see their e-mail 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 option tab is a basic sort of information tab which permits you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort 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 summary 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 extensive ticket analysis and you can likewise view your ticket volume patterns so you can Submit Freshdesk Support Ticket

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or decrease 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 team channels workflow agent efficiency assistance operation and your basic account settings over here you can see the development or the information of a specific 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 kind of development you have actually made what turning points that you have reached and just how much efficiency each agent has you can view that from over here going back into tickets i’m going to reveal you how you can solve 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 type of ticket this is you can alter its status you can set its concern and you can also set what kind of query it is so what type of concern it is you can likewise designate a particular agent to this inquiry so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving 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 include this note now i’m going to respond to the consumer so it’s instantly 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 just going to send out that and now i have actually responded to this consumer you can also erase your responses within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of response you need to provide to each of your customers 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 getting started with us orders and refunds info presents and coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a question that is often asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is various but 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 reply to it and you can see when you’re replying to a client on the bottom left you can see recommended solutions and canned forms so you’re going to click on recommended services and you can see different short articles that are a pre-written answer to a client concern and you can simply place that pre-written info into your reaction and send it without needing to

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retype the exact same sort of responses again and again so this is a very simple formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk really offers is developing groups so if you click on groups in the admin area you can develop different groups for different purposes so if a concern and a ticket is connected to billing you can appoint a group member so over here i’ve designated myself in this group which individual might specify their function and make them the leader of this kind of billing ticket aside from that you can also appoint different in the group section you can also assign various tickets to different groups and when you have actually 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 customers may have raised a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you guys in the next video Submit Freshdesk Support Ticket