Symfony Freshdesk – effortless omnichannel service

So we are talking about…Symfony Freshdesk…you can use freshdesk for client service so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you sign up you’re gon na start and that will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can verify your email and listed below that you can see you can add your language whatever kind 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 should make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be contacted via phone email social media chat or types and listed below that you can add your consumer support email 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 group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals 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 provide you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your consumer satisfaction and you can see the percentage of negative responses or favorable responses even neutral responses and the total actions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na offer you a nice 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 state let’s sort them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 wish to see if you wish 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 requirements and successive listed below that you have your basic contact and companies so you can see those whichever way that you have called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your solution tab is a basic type of info tab which permits you to see your e-mail marketing your legal requirements

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

your service related announcements so if there is something that is kind of various you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Symfony Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can view the development or the information of a certain staff member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of development you have actually made what milestones that you have reached and how much performance 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 include tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its priority and you can also set what type of inquiry it is so what type of question it is you can also designate a particular representative to this question so you can just include a note basically reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue 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 reply to the consumer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually responded to this client you can also erase 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 type of action you need to give to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting going with us orders and refunds details presents and discount coupons and realities and questions 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 the length of time will delivery take that’s a concern that is often asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is various but i’m simply choosing 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 services and canned kinds so you’re going to click suggested options and you can see various posts that are a pre-written answer to a client question and you can simply place that pre-written info into your action and send it without needing to

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retype the exact 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 terrific feature that freshdesk really offers is developing groups so if you click groups in the admin section you can create different groups for various functions so if an issue and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group which individual could specify their function and make them the leader of this type of billing ticket aside from that you can likewise appoint different in the group section you can likewise appoint various 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 client escalations where clients might have elevated a certain scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you men in the next video Symfony Freshdesk