Suncoast Solutions Freshdesk – effortless omnichannel service

So we are talking about…Suncoast Solutions Freshdesk…you can utilize freshdesk for customer care so let’s start first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you register you’re gon na get started which will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance 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 site 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 also alter your menu color so i’m also gon na make that pink i guess or i should 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 gotten in touch with through phone email social networks chat or kinds and below that you can include your consumer 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 invite somebody to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your client satisfaction and you can see the portion of negative actions or positive responses even neutral actions and the overall actions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na offer you a nice little suggestion on your basic dashboard and now on the left side we’re gon na proceed 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 immediate and high ones will be on the top 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 want to view if you want to see the tickets that are designated to a specific individual 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 e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your solution tab is a general type of info tab which enables you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your services tab and below the solutions tab you have your reports and analytics reports are the basic general summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume trends so you can Suncoast Solutions Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can see the progress or the details of a certain employee or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of progress you have made what turning points that you have reached and how much productivity each agent has you can view that from over here returning into tickets i’m going to show 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 specific 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 also designate a particular representative to this inquiry so you can just include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your issue 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 respond to the client so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually replied to this consumer you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of response you require to give 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 general getting started with us orders and refunds info gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see how long will delivery take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is different however i’m just choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended solutions and canned forms so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a customer question and you can simply place that pre-written info into your action and send it without needing to

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retype the very same sort of responses again and again so this is a really simple 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 section you can develop 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 have actually appointed myself in this group and that person could define their function and make them the leader of this sort of billing ticket besides that you can also assign different in the group section you can likewise 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 customer escalations where clients may have elevated a specific situation 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 useful and i’ll catch you guys in the next video Suncoast Solutions Freshdesk