Tessitura Freshdesk – effortless omnichannel service

So we are talking about…Tessitura Freshdesk…you can use freshdesk for customer service 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 information and register for totally free as soon as you sign up you’re gon na start 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 customize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever kind of language you want on your site change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m also gon na make that pink i guess or i should 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 called by means of phone email social media chat or kinds and below that you can add your consumer assistance email so if somebody is going to be contacting you you can set that email 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 invite them over here next up over here we have our control panel our dashboard reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a great trend and listed below that you have your consumer complete satisfaction and you can see the percentage of negative reactions or favorable responses even neutral responses and the total responses that you have actually gotten on the right side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a good little pointer on your basic control panel and now on the left side we’re gon na proceed 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 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 sort of tickets you want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive below that you have your basic contact and business so you can view those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your service tab is a general kind of info tab which enables you to view your email marketing your legal requirements

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your service associated statements so if there is something that is type of miscellaneous you will find it in your services tab and below the solutions tab you have your reports and analytics reports are the standard general summary of how many tickets you might 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 trends so you can Tessitura Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or reduce in these sales you can see getting seven 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 basic account settings over here you can see the development or the information of a specific team member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what type of development you have actually made what turning points that you have actually reached and just how much efficiency each agent has you can view 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 category what sort of ticket this is you can alter its status you can set its priority and you can likewise set what kind of query it is so what kind of question it is you can likewise assign a particular representative to this inquiry so you can just add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue 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 instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually replied to this customer you can also erase your responses within 10 seconds so if you make a mistake you can delete 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 type of response you require to provide 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 classifications you have basic getting started with us orders and refunds info gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a concern that is typically asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different but i’m simply choosing this as a sample and now i’m just 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 customer on the bottom left you can see suggested solutions and canned types so you’re going to click suggested services and you can see various posts that are a pre-written answer to a consumer question and you can just place that pre-written details into your response and send it without having to

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retype the same kind of answers again and again so this is a really simple formula for your representatives to follow so they can quickly react to emails so another fantastic feature that freshdesk truly offers is producing groups so if you click on groups in the admin area you can produce various groups for different functions so if a concern and a ticket is related to billing you can assign a group member so over here i have actually assigned myself in this group and that person might specify their role and make them the leader of this sort of billing ticket aside from that you can also designate various in the group section you can also appoint various tickets to various groups and once 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 clients might have raised a particular circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and handy and i’ll capture you guys in the next video Tessitura Freshdesk