Technolutions Freshdesk – effortless omnichannel service

So we are talking about…Technolutions Freshdesk…you can utilize freshdesk for customer care so let’s start 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 sign up for free as soon as you register you’re gon na get started and that will pack 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 customize your help desk you can verify your email and below that you can see you can add your language whatever sort of language you desire on your site alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i ought to 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 called via phone email social networks chat or kinds 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 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 welcome them over here next up over here we have our control panel our dashboard shows our

 

unresolved 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 patterns so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and below that you have your customer satisfaction and you can see the percentage of positive reactions or negative responses even neutral responses and the total responses that you have actually received on the best side you’re gon na have your order of business 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 provide you a great little tip on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and companies so you can view those whichever manner in which you have gotten in touch with people you can see their e-mail addresses uh their business 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 general type of information tab which allows you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your options tab and below the services tab you have your reports and analytics reports are the basic 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 thorough ticket analysis and you can likewise see your ticket volume trends so you can Technolutions Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your general account settings over here you can see the development or the information of a particular employee 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 development you have actually made what milestones that you have reached and just how much efficiency each agent has you can view that from over here returning into tickets i’m going to reveal 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 category what type of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what type of question it is you can likewise assign a particular agent to this question so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 client so it’s immediately going to enter 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 replied to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a company 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 beginning with us refunds and orders information gifts and discount coupons and realities 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 for how long will shipment take that’s a question that is often asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is different however i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see recommended options and canned forms so you’re going to click on suggested options and you can see various posts that are a pre-written answer to a customer question and you can simply insert that pre-written details into your response and send it without needing 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 respond to emails so another excellent function that freshdesk really offers is creating groups so if you click groups in the admin area you can develop various groups for different functions so if an issue and a ticket is connected to billing you can designate a group member so over here i’ve designated myself in this group which individual could specify their role and make them the leader of this type of billing ticket other than that you can also assign different in the group section you can also appoint 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 consumer escalations where consumers may have raised a certain circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you men in the next video Technolutions Freshdesk