Switchvox Freshdesk – effortless omnichannel service

So we are talking about…Switchvox Freshdesk…you can utilize freshdesk for customer service so let’s get going first of all you’re gon na begin your free 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 start which will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can confirm your email and below that you can see you can include your language whatever sort of language you want on your site change the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone email social networks chat or kinds and below that you can include your customer assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite somebody 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 invite them over here successive over here we have our control panel our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your client satisfaction and you can see the percentage of unfavorable responses or positive reactions even neutral responses and the total responses that you have received on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a nice little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you want to view if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have actually called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your solution tab is a general kind of info tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will discover it in your solutions tab and listed below the options tab you have your analytics and reports reports are the fundamental general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Switchvox Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold 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 general administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can view the development or the details of a particular staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have made what turning points that you have actually reached and how much productivity each agent has you can view that from over here going back 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 add tags you can put it in a specific category what sort of ticket this is you can change its status you can set its concern and you can likewise set what type of inquiry it is so what kind of concern it is you can likewise designate a particular representative to this inquiry so you can just add a note basically reply

 

tto this person and now i’m going to just 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 immediately going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send that and now i have responded to this customer you can likewise erase your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar kind of response you need to give 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 classifications you have actually basic starting with us orders and refunds details presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will shipment take that’s a question that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket clearly the concern 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 replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a client question and you can just place that pre-written information into your action and send it without having to

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retype the same type of responses again and again so this is a very simple formula for your agents to follow so they can quickly react to e-mails so another fantastic feature that freshdesk really offers is developing groups so if you click on groups in the admin area you can develop various groups for various purposes so if a ticket and an issue is related to billing you can appoint a group member so over here i have actually assigned myself in this group which individual might define their function and make them the leader of this type of billing ticket other than that you can also assign different in the group area you can also designate different 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 customer escalations where consumers may have raised a certain situation 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 valuable and i’ll catch you people in the next video Switchvox Freshdesk