Tentrr Freshdesk – effortless omnichannel service

So we are talking about…Tentrr Freshdesk…you can use freshdesk for customer care so let’s begin first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon 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 set up your account so over here and personalize your aid desk you can verify your e-mail and below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo so as you can see i’m gon na go with a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone email social networks chat or kinds and listed below that you can add your customer support email so if someone is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a group that is working for you if someone is going to be selling 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 give you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a good pattern and below that you have your customer fulfillment and you can see the percentage of negative reactions or favorable actions even neutral responses and the total actions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na provide you a good little tip on your basic dashboard 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 sort 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 want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever way that you have called individuals you can see their email 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 options tab so your option tab is a general type of info tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Tentrr Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can see 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 view your workflow and what kind of progress you have actually made what milestones that you have actually reached and just how much efficiency each agent has you can see that from over here returning into tickets i’m going to show you how you can deal with 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 classification what sort 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 kind of question it is you can likewise appoint a particular agent to this question so you can just include a note generally respond

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to include this note now i’m going to reply to the client so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually responded to this consumer you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of response you need to give to each of your consumers again and again you’re going to enter 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 presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see the length of time will shipment take that’s a question that is typically asked you can just release this draft and then go back to ticketing i’m just gon na as a sample just select this ticket clearly the concern is various however i’m simply picking 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 suggested solutions and canned kinds so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your response and send it without needing 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 fantastic feature that freshdesk actually offers is creating groups so if you click on groups in the admin section you can produce different groups for various functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve assigned myself in this group which individual could specify their function and make them the leader of this sort of billing ticket other than that you can also designate different in the group section you can likewise designate different tickets to different groups and once 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 get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll capture you guys in the next video Tentrr Freshdesk