Support Operations Freshdesk – effortless omnichannel service

So we are talking about…Support Operations Freshdesk…you can utilize freshdesk for client service so let’s get started to begin with you’re gon na start your totally 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 which will pack your basic dashboard so when you’re getting started 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 validate your e-mail and listed below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise 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 pick your assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or kinds and listed below that you can add your consumer assistance e-mail 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 team 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 dashboard our control panel reveals our

 

unsettled tickets past due 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 graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a great pattern and listed below that you have your client complete satisfaction and you can see the percentage of negative responses or positive reactions even neutral responses and the total responses that you have received on the ideal side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a nice little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see immediate and high ones will be on the leading 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 sort of tickets you want to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive below that you have your basic contact and companies so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your option tab is a general type of info tab which allows you to view your e-mail marketing your legal requirements

Get Support Operations Freshdesk support, customer, ticket, software, zendesk,

your service related statements so if there is something that is kind of various you will find it in your solutions tab and below the solutions tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Support Operations Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or so 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 group channels workflow representative productivity assistance operation and your basic account settings over here you can see the development or the details of a particular employee or a group member and below that you can see your various channels of communication you can likewise view your workflow and what sort of progress you have made what turning points that you have reached and how much performance each representative has you can view 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 include 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 also set what type of question it is so what kind of question it is you can also designate a specific agent to this question so you can simply include a note essentially 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 include this note now i’m going to respond to the consumer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this customer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a few 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 require to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have basic getting started with us orders and refunds details gifts and coupons and truths and concerns 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 shipment take that’s a question that is typically asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is different however i’m just picking 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 recommended services and canned types so you’re going to click on suggested solutions and you can see different articles that are a pre-written answer to a customer question and you can simply insert that pre-written information into your reaction and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same type of answers again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another terrific feature that freshdesk actually provides is creating groups so if you click groups in the admin section you can produce various groups for various functions so if a ticket and an issue is connected to billing you can assign a group member so over here i’ve assigned myself in this group which individual might specify their role and make them the leader of this kind of billing ticket other than that you can likewise appoint different in the group area you can likewise assign various tickets to different groups and as soon as 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 raised a certain situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and useful and i’ll catch you guys in the next video Support Operations Freshdesk