Swagger Freshdesk – effortless omnichannel service

So we are talking about…Swagger Freshdesk…you can use freshdesk for customer support so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you register you’re gon na get going and that will load your basic control panel 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 assistance desk you can verify your email and below that you can see you can include your language whatever type of language you desire on your site alter the color of your logo so as you can see i’m gon na opt for 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 should make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called through phone email social media chat or forms and below that you can include your client 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 team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up 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 provide you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and listed below that you have your consumer satisfaction and you can see the portion of positive reactions or unfavorable responses even neutral actions and the total actions that you have gotten on the best side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a good little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s arrange 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 right side you can see over here you can filter out what sort of tickets you want to view if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a basic kind of information tab which allows you to see your email marketing your legal requirements

Get Swagger Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is kind of various you will discover it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Swagger Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce in these sales you can see receiving 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 view the development or the details of a particular team member or a group member and 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 efficiency each agent has you can view that from over here returning into tickets i’m going to show you how you can solve 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 sort of ticket this is you can alter its status you can set its concern and you can also set what sort of question it is so what type of concern it is you can likewise appoint a specific agent to this inquiry so you can simply include a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m simply going to send that and now i have replied to this consumer you can also delete your reactions within 10 seconds so if you slip up 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 comparable sort of reaction you need to provide to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general getting started with us refunds and orders details presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different but i’m just selecting this as a sample and now i’m simply 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 consumer on the bottom left you can see recommended options and canned types so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written info into your response and send it without needing to

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retype the very same sort of answers again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another fantastic function that freshdesk truly offers is creating groups so if you click groups in the admin area you can create various groups for various functions so if a concern and a ticket is related to billing you can appoint a group member so over here i have actually appointed myself in this group and that individual might specify their role and make them the leader of this type of billing ticket other than that you can likewise assign different in the group section you can also appoint various tickets to various 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 consumer escalations where clients may have elevated a certain scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you guys in the next video Swagger Freshdesk