Talk Availability Freshdesk – effortless omnichannel service

So we are talking about…Talk Availability 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 sign up for complimentary as quickly as you register you’re gon na begin which will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your email and below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be contacted via phone email social networks chat or forms and listed below that you can include your customer 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 somebody to your group 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 successive over here we have our dashboard our dashboard shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and below that you have your customer complete satisfaction and you can see the portion of unfavorable reactions or favorable actions even neutral responses and the total responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s arrange 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 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 designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive 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 phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your option tab is a basic type of information tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the standard general introduction of the number of tickets you might have sold 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 see your ticket volume trends so you can Talk Availability Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative productivity support 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 also see your workflow and what type of development you have actually made what turning points that you have reached and how much performance each representative has you can see that from over here going back 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 add 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 kind of query it is so what type of question it is you can likewise designate a specific representative to this question so you can just include a note essentially 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 include this note now i’m going to reply to the customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have replied to this consumer you can likewise erase your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar kind of response you need to provide to each of your clients again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic beginning with us orders and refunds information gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will shipment take that’s a question that is often asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the question is different however i’m simply selecting this as a sample and now i’m just going to select 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 suggested solutions and canned kinds so you’re going to click recommended options and you can see different articles that are a pre-written answer to a customer question and you can simply place that pre-written details into your reaction and send it without needing to

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retype the same sort of answers again and again so this is a very easy formula for your representatives to follow so they can easily react to e-mails so another great function that freshdesk actually offers is creating groups so if you click groups in the admin section you can develop various groups for various functions so if a problem and a ticket is associated with billing you can assign a group member so over here i’ve designated myself in this group and that individual could specify their function and make them the leader of this sort of billing ticket aside from that you can also designate different in the group area you can also designate various tickets to various groups and once 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 customers may have raised a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll catch you men in the next video Talk Availability Freshdesk