Swagbucks Freshdesk – effortless omnichannel service

So we are talking about…Swagbucks Freshdesk…you can use freshdesk for customer service so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na get started which will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can confirm your email 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 design so as you can see i’m gon na choose a pink and listed below that you can likewise 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 upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with through phone email social networks chat or types and listed below that you can add your customer 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 team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard 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 provide you a chart that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a good trend and below that you have your client fulfillment and you can see the portion of favorable actions or negative actions even neutral reactions and the overall responses that you have actually gotten 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 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 high and urgent ones will be on the top 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 kind of tickets you wish to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view 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 view those whichever way that you have contacted people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your solution 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 associated announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the services tab you have your reports and analytics reports are the basic general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also view your ticket volume trends so you can Swagbucks Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency support operation and your general account settings over here you can see the development or the information of a certain team member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what type of progress you have actually made what milestones that you have actually reached and just how much performance each agent has you can see that from over here returning into tickets i’m going to show 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 specific classification what type of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of query it is so what kind of question it is you can likewise designate a particular agent to this question so you can simply add a note basically respond

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to respond to the client so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually responded to this client 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 e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of reaction you need to give 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 classifications you have actually general getting going with us refunds and orders info gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket certainly the question is different but i’m just selecting this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned forms so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written information into your reaction and send it without needing to

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retype the same kind of answers again and again so this is a very easy formula for your representatives to follow so they can quickly respond to e-mails so another excellent function that freshdesk actually supplies is producing groups so if you click groups in the admin section you can develop different groups for various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually appointed myself in this group and that person might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise designate various in the group section you can likewise designate different tickets to various groups and when 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 consumers may have elevated a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you guys in the next video Swagbucks Freshdesk