Text Ticket Agent When Freshdesk Tickets Arrive – effortless omnichannel service

So we are talking about…Text Ticket Agent When Freshdesk Tickets Arrive…you can use freshdesk for customer care so let’s get started first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na start which will load your basic control panel so when you’re getting started 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 e-mail and below that you can see you can include your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or types and listed below that you can add your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody 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 invite them over here next up over here we have our dashboard our control panel reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a great pattern and listed below that you have your customer fulfillment and you can see the percentage of favorable actions or unfavorable reactions even neutral responses and the total responses that you have actually received on the best side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na provide you a nice little reminder 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 just say let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what sort of tickets you wish to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can view those whichever way that you have actually called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your options tab so your option tab is a general kind of details tab which allows you to view 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 find it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also view your ticket volume trends so you can Text Ticket Agent When Freshdesk Tickets Arrive

see on the best side you have your today’s ticket inside so how many tickets you might 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 basic administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can view the development or the information of a certain staff member or a group member and below that you can see your different channels of communication you can also view your workflow and what sort of progress you have made what milestones that you have reached and just how much efficiency each representative has you can view that from over here returning into tickets i’m going to reveal 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 particular classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what type of query it is so what kind of concern it is you can also assign a particular agent to this query so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 respond to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have responded to this consumer you can also delete your actions within 10 seconds so if you slip up you can delete them within a couple of 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 reaction you need to provide to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic starting with us refunds and orders details presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will shipment take that’s a question that is frequently asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is various however i’m just picking this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested services and canned kinds so you’re going to click recommended options and you can see various articles that are a pre-written answer to a client question and you can just insert that pre-written info into your reaction and send it without needing to

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retype the exact same sort of responses again and again so this is a very easy formula for your agents to follow so they can easily respond to e-mails so another terrific feature that freshdesk actually offers is producing groups so if you click on groups in the admin area you can produce various groups for various functions so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually assigned myself in this group and that person might define their role and make them the leader of this type of billing ticket aside from that you can also assign different in the group section you can likewise assign different tickets to different 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 customer escalations where clients might have raised a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Text Ticket Agent When Freshdesk Tickets Arrive