Sunshine Coinversations Freshdesk – effortless omnichannel service

So we are talking about…Sunshine Coinversations Freshdesk…you can utilize freshdesk for customer service so let’s begin to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na start and that will pack 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 help desk you can validate 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 change your menu color so i’m likewise 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 called via phone e-mail social networks chat or forms and below that you can add your client assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody 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 welcome them over here successive over here we have our control panel 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 graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and listed below that you have your client fulfillment and you can see the portion of favorable reactions or negative reactions even neutral reactions and the total reactions that you have received on the ideal side you’re gon na have your to-do list so something that you require to contribute 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 control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 kind of tickets you want to see if you wish to see the tickets that are designated to a specific 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 below that you have your basic contact and business so you can view those whichever manner in which you have contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your option tab is a basic type of information tab which permits you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your options tab and below the options tab you have your analytics and reports reports are the basic general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can Sunshine Coinversations Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so 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 general administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the details of a specific staff member or a group member and below that you can see your various channels of communication you can likewise view your workflow and what type of progress you have made what turning points that you have reached and just how much performance each agent has you can view that from over here returning 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 sort of ticket this is you can alter its status you can set its concern and you can likewise set what sort of inquiry it is so what type of question it is you can likewise appoint a particular agent to this question so you can just include a note basically 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 add this note now i’m going to reply to the consumer so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send that and now i have responded to this consumer you can also delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar type of reaction you need to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic getting started with us refunds and orders information gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see how long will delivery take that’s a concern that is typically asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is various but i’m simply choosing 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 replying to a client on the bottom left you can see suggested services and canned forms so you’re going to click recommended options and you can see various articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your action and send it without needing to

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retype the same sort of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another great function that freshdesk really supplies is developing groups so if you click groups in the admin section you can develop various groups for different functions so if a concern and a ticket is connected to billing you can appoint a group member so over here i have actually assigned myself in this group and that person could specify their role and make them the leader of this sort of billing ticket besides that you can also appoint different in the group section you can also assign different tickets to different groups and once 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 clients might have raised a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you men in the next video Sunshine Coinversations Freshdesk