Techsupport Freshdesk – effortless omnichannel service

So we are talking about…Techsupport Freshdesk…you can utilize freshdesk for client service so let’s start first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na get started which will load your basic control panel so when you’re getting going 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 so as you can see i’m gon na opt for 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 need to make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be called through phone e-mail social networks chat or forms and below that you can add your customer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our control panel 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 graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and below that you have your client fulfillment and you can see the percentage of unfavorable responses or favorable reactions even neutral reactions and the total actions that you have actually received on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice little tip 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 state let’s arrange them by their status and now you can see high and immediate ones will be on the top however 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 wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your solution tab is a basic type of details tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will discover it in your options tab and below the options tab you have your analytics and reports reports are the standard general summary 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 extensive ticket analysis and you can also view your ticket volume patterns so you can Techsupport Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency support operation and your general account settings over here you can see the progress or the details of a certain team member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what type of progress you have actually made what milestones that you have reached and how much productivity each agent has you can see that from over here going back 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 kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of question it is so what type of concern it is you can also assign a particular representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be solving 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 customer so it’s immediately going to key in hi matt rogers that’s the client 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 replied to this consumer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you need to give to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us orders and refunds details presents and vouchers 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 delivery take that’s a question 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 obviously the question is different however i’m just selecting this as a sample and now i’m simply 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 options 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 just place that pre-written information into your response and send it without having to

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retype the exact same sort of responses again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another terrific feature that freshdesk truly offers is producing groups so if you click on groups in the admin section you can create different groups for different purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i have actually designated myself in this group and that individual might define their role and make them the leader of this sort of billing ticket other than that you can likewise designate different in the group area you can also designate 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 customer escalations where consumers may have raised a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll catch you guys in the next video Techsupport Freshdesk