Technical Architect Freshdesk – effortless omnichannel service

So we are talking about…Technical Architect Freshdesk…you can utilize freshdesk for client service so let’s get going first off 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 complimentary as soon as you sign up you’re gon na get going and that will pack your basic control panel 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 type of language you want on your website change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be contacted through phone e-mail social media chat or kinds and below that you can include your client assistance email so if somebody is going to be calling 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 offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel shows 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 offer you a chart that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your consumer complete satisfaction and you can see the percentage of favorable actions or negative responses even neutral reactions and the overall actions that you have received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a nice little pointer on your basic dashboard 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 state let’s arrange 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 kind of tickets you want to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up below that you have your basic contact and business so you can view those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your solution tab is a general 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 sort of various you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you might 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 view your ticket volume trends so you can Technical Architect Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold approximately what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can see the development or the information of a specific team member or a group member and below that you can see your various channels of communication you can also view your workflow and what type of progress 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 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 specific classification what kind of ticket this is you can change its status you can set its top priority and you can also set what sort of query it is so what type of concern it is you can likewise assign a particular representative to this query so you can simply include a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your problem 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 reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually responded to this client you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable kind of reaction you need to provide 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 basic getting going with us refunds and orders details gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is various however i’m just selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended services and canned kinds so you’re going to click suggested services and you can see different posts that are a pre-written answer to a customer concern and you can simply place that pre-written details into your action and send it without needing to

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retype the same kind of responses again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another excellent feature that freshdesk actually supplies is producing groups so if you click groups in the admin section you can create different groups for various purposes so if an issue and a ticket is related to billing you can designate a group member so over here i have actually designated myself in this group and that person could specify their role and make them the leader of this type of billing ticket besides that you can also appoint different in the group section you can likewise designate different 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 customers may have raised a certain circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you people in the next video Technical Architect Freshdesk