Swiftkey Freshdesk – effortless omnichannel service

So we are talking about…Swiftkey Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get going which will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can confirm 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 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 ought to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted by means of phone email social networks chat or forms and below that you can include your client support email so if someone is going to be contacting you you can set that email over here and next up you can invite someone 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 reveals our

 

unsettled tickets overdue 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 chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your client fulfillment and you can see the percentage of favorable actions or unfavorable responses even neutral actions and the total reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a great little suggestion on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see high and urgent ones will be on the leading 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 sort of tickets you want to view if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up listed 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 individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a basic type of information tab which enables you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your options tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Swiftkey 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 reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can view the development or the details of a certain employee or a group member and below that you can see your different channels of communication you can likewise see your workflow and what sort of progress you have made what milestones that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to reveal 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can also appoint a particular representative to this inquiry so you can simply add a note basically reply

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to respond to the client so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have replied to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable sort of action you require to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have basic getting going with us refunds and orders details presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket certainly the question is different but i’m just choosing this as a sample and now i’m simply going to pick 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 suggested solutions and canned types so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a consumer concern and you can just place that pre-written info into your action and send it without having to

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retype the same sort of responses again and again so this is an extremely simple formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk truly offers is producing groups so if you click on groups in the admin section you can create 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’ve appointed myself in this group and that individual might specify their function and make them the leader of this sort of billing ticket aside from that you can likewise assign different in the group area you can also designate different tickets to various groups and when 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 consumer escalations where consumers may have elevated a particular situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and valuable and i’ll catch you guys in the next video Swiftkey Freshdesk