Suzanne Hart Freshdesk – effortless omnichannel service

So we are talking about…Suzanne Hart Freshdesk…you can utilize freshdesk for customer support so let’s get started to begin with you’re gon na start your free 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 register you’re gon na begin which will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can validate your e-mail and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na choose 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 must make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone email social media chat or forms and below that you can add your consumer support email so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here next up 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 give you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a great trend and listed below that you have your consumer fulfillment and you can see the percentage of positive actions or unfavorable reactions even neutral actions and the overall reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a great little reminder 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 just state let’s sort them by their status and now you can see high and urgent ones will be on the leading nevertheless 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 see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your options tab so your option tab is a general kind of information tab which allows you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of various you will find it in your solutions tab and below the options tab you have your reports and analytics reports are the basic general summary of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume trends so you can Suzanne Hart Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the information of a specific team member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what sort of progress you have actually made what turning points that you have actually 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 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 classification what type of ticket this is you can change its status you can set its top priority and you can also set what kind of question it is so what kind of question it is you can likewise assign a particular representative to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 respond to the consumer so it’s immediately going to enter 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 replied to this consumer you can also erase your responses 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 an organization that’s running this ticketing service and you have a similar type of action you need to offer to each of your customers 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 starting with us orders and refunds details presents and discount coupons and truths and concerns 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 for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket obviously the concern is different but i’m just selecting this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see recommended options and canned forms so you’re going to click on recommended options and you can see different articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your response and send it without having to

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retype the very same kind of answers again and again so this is a very easy formula for your agents to follow so they can easily respond to emails so another great feature that freshdesk really supplies is creating groups so if you click groups in the admin section you can create different groups for various purposes so if an issue and a ticket is associated with billing you can assign a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this sort of billing ticket other than that you can also assign different in the group section you can likewise appoint various tickets to various groups and as soon as 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 may have elevated a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you men in the next video Suzanne Hart Freshdesk