Support Supercell Freshdesk Com√¢ – effortless omnichannel service

So we are talking about…Support Supercell Freshdesk Com√¢…you can use freshdesk for customer service so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na get started and that will fill your basic control panel 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 aid desk you can validate your e-mail and below that you can see you can include your language whatever type of language you want on your website change 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 should make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called by means of phone e-mail social media chat or types and listed below that you can include your customer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome 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 welcome them over here successive over here we have our control panel our control panel reveals our

 

unresolved 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 provide you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and listed below that you have your client satisfaction and you can see the percentage of negative responses or positive actions even neutral reactions and the overall reactions that you have gotten on the ideal side you’re gon na have your to-do list 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 give you a great little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see immediate 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 view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can see those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your service tab is a basic type of info tab which allows you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the standard general summary 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 extensive ticket analysis and you can likewise see your ticket volume patterns so you can Support Supercell Freshdesk Com√¢

see on the right side you have your today’s ticket inside so how many tickets you may have offered or two 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 group channels workflow agent productivity assistance operation and your basic account settings over here you can see the progress or the information of a certain team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what kind of development you have made what turning points that you have actually reached and how much performance each agent has you can view that from over here returning into tickets i’m going to show you how you can deal with 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 specific category what sort of ticket this is you can alter its status you can set its priority and you can also set what kind of query it is so what type of question it is you can likewise designate a particular representative to this inquiry so you can just add a note generally reply

 

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 update the status i’m going to include this note now i’m going to respond to the customer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product 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 slip up you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of response you need to offer to each of your customers again and again you’re going to go 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 presents and vouchers and facts 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 the length of time will delivery take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the question is different however i’m simply choosing this as a sample and now i’m just 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 client on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a consumer question and you can simply place that pre-written details into your action and send it without needing to

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retype the same kind of answers again and again so this is a really easy formula for your agents to follow so they can easily respond to e-mails so another fantastic feature that freshdesk actually supplies is creating groups so if you click on groups in the admin area you can develop various groups for various functions so if a ticket and a problem is related to billing you can assign a group member so over here i have actually assigned myself in this group and that person could define their role and make them the leader of this sort of billing ticket other than that you can also assign different in the group area you can likewise appoint different tickets to different 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 customer escalations where customers may have raised a certain circumstance 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 valuable and i’ll catch you men in the next video Support Supercell Freshdesk Com√¢