Support Help Center Freshdesk – effortless omnichannel service

So we are talking about…Support Help Center Freshdesk…you can use freshdesk for customer service so let’s start first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get started and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can confirm your e-mail and listed below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be called via phone email social networks chat or forms and below that you can add your customer 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 someone to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern and below that you have your client fulfillment and you can see the portion of positive reactions or negative reactions even neutral responses and the total actions that you have gotten on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a nice little pointer on your basic dashboard 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 say let’s sort 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 ideal 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 specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your option tab is a basic kind of info tab which enables you to see your email 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 solutions tab and listed below the solutions tab you have your analytics and reports reports are the basic general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume patterns so you can Support Help Center Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can view the development or the information of a certain employee or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have made what milestones that you have reached and just how much performance each representative has you can see that from over here returning into tickets i’m going to show you how you can resolve 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 category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what type of question it is so what type of question it is you can likewise appoint a particular representative to this query so you can just include a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your issue 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 automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send that and now i have responded to this customer you can likewise delete 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 business that’s running this ticketing service and you have a comparable kind of action you need to offer 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 general getting started with us orders and refunds details gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will delivery take that’s a concern that is typically asked you can simply 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 selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested options and canned kinds so you’re going to click recommended solutions and you can see different articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your action and send it without having to

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retype the exact same type of responses again and again so this is a really simple formula for your agents to follow so they can easily react to emails so another great function that freshdesk really provides is producing groups so if you click on groups in the admin area you can develop different groups for different functions so if a concern and a ticket is related to billing you can assign a group member so over here i have actually designated myself in this group and that person might define their function and make them the leader of this kind of billing ticket besides that you can also designate various in the group area you can likewise appoint 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 consumers may have elevated a specific circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you men in the next video Support Help Center Freshdesk