Sue Freshdesk – effortless omnichannel service

So we are talking about…Sue Freshdesk…you can utilize freshdesk for client service so let’s get going to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na begin which will fill 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 aid desk you can confirm your email and below that you can see you can include your language whatever type of language you desire on your site change the color of your logo design 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 also gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be contacted through phone e-mail social media chat or kinds and below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals our

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unsolved 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 chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great trend and below that you have your client fulfillment and you can see the percentage of negative reactions or positive responses even neutral responses and the total actions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na offer you a good little pointer 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 say 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 ideal side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up below that you have your basic contact and business so you can see those whichever manner in which you have actually called individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your options tab so your service tab is a basic sort of info tab which allows you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will discover it in your services tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume trends so you can Sue Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the information of a certain team member or a group member and below that you can see your different channels of communication you can likewise view your workflow and what type of development you have made what milestones that you have actually reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal you how you can fix 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 category what type of ticket this is you can change its status you can set its priority and you can likewise set what sort of query it is so what kind of concern it is you can likewise designate a particular representative to this question so you can simply add a note essentially reply

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tto this person and now i’m going to just tell them i will be fixing your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s instantly going to type in hi matt rogers that’s the consumer 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 responded to this customer you can also erase your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of response you require to offer to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general getting started with us refunds and orders info gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample just choose this ticket obviously the concern is different however 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 recommended services and canned kinds so you’re going to click on suggested services and you can see different articles that are a pre-written answer to a consumer question and you can simply insert that pre-written information 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 really easy formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk truly offers is producing groups so if you click groups in the admin section you can develop different groups for various purposes so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group which person could specify their role and make them the leader of this type of billing ticket aside from that you can likewise designate various in the group section you can also assign different tickets to different groups and as soon as 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 client escalations where clients might have elevated a particular circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you guys in the next video Sue Freshdesk

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