Support Features In Freshdesk – effortless omnichannel service

So we are talking about…Support Features In Freshdesk…you can use freshdesk for client service so let’s begin 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 soon as you register you’re gon na get started which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can confirm your e-mail and below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m likewise 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 choose your support channel so how you can be called by means of phone email social media chat or kinds and below that you can include your consumer support email so if somebody is going to be calling 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 offering the tickets for you you can invite them over here successive over here we have our control panel our control panel reveals our

 

unresolved tickets overdue 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 shows you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and listed below that you have your consumer satisfaction and you can see the percentage of positive actions or negative reactions even neutral actions and the overall responses that you have received on the ideal side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a great little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just say let’s sort 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 right side you can see over here you can filter out what type of tickets you wish to view if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your options tab so your service tab is a basic kind of details tab which permits you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the basic general summary of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Support Features In 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 increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance support operation and your general account settings over here you can see the development or the details of a particular team member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of development you have made what milestones that you have reached and just how much performance each agent has you can see 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 include tags you can put it in a particular category what sort of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what type of concern it is you can also appoint a particular representative to this inquiry so you can simply include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have responded to this customer you can also erase your actions within 10 seconds so if you make a mistake 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 kind of action you need to provide to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic getting going with us orders and refunds info gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will delivery take that’s a question that is frequently asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket clearly the question is various however i’m simply selecting this as a sample and now i’m simply going to choose 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 recommended solutions and canned forms so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a consumer concern and you can just insert that pre-written information into your action and send it without needing to

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retype the same type of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk truly offers is producing groups so if you click on groups in the admin area you can create different groups for different purposes so if a problem and a ticket is associated with billing you can designate a group member so over here i have actually assigned myself in this group and that person could define their function and make them the leader of this kind of billing ticket aside from that you can likewise designate various in the group area you can also assign different tickets to various groups and once 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 consumer escalations where customers might have raised a particular scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you people in the next video Support Features In Freshdesk