Ted Smith Freshdesk – effortless omnichannel service

So we are talking about…Ted Smith Freshdesk…you can utilize freshdesk for customer service so let’s begin to begin with you’re gon na start your totally 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 sign up you’re gon na start and that will pack 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 personalize your aid desk you can validate your email and below that you can see you can add your language whatever type of language you desire on your site change the color of your logo design so as you can see i’m gon na go with a pink and below that you can also 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 upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with via phone e-mail social media chat or kinds and listed below that you can add your customer assistance e-mail so if someone is going to be calling 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 somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel shows 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 chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and listed below that you have your consumer satisfaction and you can see the percentage of unfavorable reactions or favorable reactions even neutral reactions and the total reactions that you have actually received on the right 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 give you a nice little pointer 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 high and urgent ones will be on the leading however 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 wish to view if you want to see the tickets that are assigned 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 requirements and successive below that you have your basic contact and business so you can view those whichever way that you have actually contacted people 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 listed below that you have your services tab so your service tab is a basic kind of information tab which enables you to see your email 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 options tab and listed below the options tab you have your reports and analytics reports are the standard general introduction of the number of tickets you may have sold 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 Ted Smith 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 decrease 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 performance assistance operation and your general account settings over here you can view the progress or the details of a particular team member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of development you have made what milestones that you have reached and how much performance each representative has you can see that from over here returning 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 include tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can likewise appoint a specific agent to this question so you can just include a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving 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 client name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually replied to this customer you can likewise erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar sort of action you require 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 categories you have actually general starting with us refunds and orders info gifts and coupons and truths 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 how long will delivery take that’s a concern that is often asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is different but 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 replying to a consumer on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a consumer question and you can simply place that pre-written details into your action and send it without having to

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retype the exact same kind of responses again and again so this is a very simple formula for your representatives to follow so they can easily react to e-mails so another excellent feature that freshdesk really supplies is developing groups so if you click groups in the admin area you can create different groups for various purposes so if a problem and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group which individual could specify their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group section you can likewise assign various tickets to different groups and as soon as 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 clients might have raised a specific scenario 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 useful and i’ll catch you people in the next video Ted Smith Freshdesk