Synconset Freshdesk – effortless omnichannel service

So we are talking about…Synconset Freshdesk…you can use freshdesk for customer care so let’s get started first of all you’re gon na start your 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 and that will pack 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 personalize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo 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 ought to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be called via phone e-mail social networks chat or forms and listed below that you can include your client support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group 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 dashboard reveals our

 

unsettled 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 trends so if the tickets are selling out better or even worse it’s going to reveal you a good trend and listed below that you have your client satisfaction and you can see the portion of positive responses or unfavorable reactions even neutral actions and the total reactions 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 to-do list you’re gon na include it over here and it’s gon na give you a good little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate 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 wish to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind 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 view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the standard general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Synconset Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your general account settings over here you can see the development or the details of a particular employee or a group member and below that you can see your different channels of communication you can likewise view your workflow and what type of development you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can see 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 specific classification what sort of ticket this is you can change its status you can set its concern and you can also set what kind of inquiry it is so what type of concern it is you can likewise appoint a particular representative to this query so you can just add a note generally reply

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the client so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually responded to this customer you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of response you need to offer 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 starting with us refunds and orders details presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a concern that is often asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different however i’m just 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 consumer on the bottom left you can see recommended options and canned forms so you’re going to click recommended options and you can see various articles that are a pre-written answer to a customer question and you can simply place that pre-written info into your response and send it without needing to

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retype the same type of answers again and again so this is a really easy formula for your agents to follow so they can easily respond to emails so another terrific function that freshdesk really provides is developing groups so if you click on groups in the admin section you can develop different groups for different purposes so if a ticket and an issue is connected to billing you can designate a group member so over here i have actually assigned myself in this group which individual could specify their function and make them the leader of this type of billing ticket other than that you can likewise appoint different in the group section you can likewise assign various tickets to various groups and as soon as 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 customer escalations where consumers may have elevated a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you guys in the next video Synconset Freshdesk