The 2016 Freshdesk Rebrand – effortless omnichannel service

So we are talking about…The 2016 Freshdesk Rebrand…you can utilize freshdesk for customer care so let’s get started first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you sign up you’re gon na get started and that will fill your basic dashboard so when you’re beginning 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 email and below that you can see you can add your language whatever sort of language you desire on your website 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 therefore you can update those and next you’re gon na choose your assistance channel so how you can be called via phone email social networks chat or forms and below that you can add your customer support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group that is working for you if somebody 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 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 chart that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a great trend and listed below that you have your customer complete satisfaction and you can see the percentage of favorable actions or negative responses even neutral reactions and the total actions that you have gotten on the best side you’re gon na have your order of business so something that you require 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 dashboard and now on the left side we’re gon na carry 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 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 type of tickets you want to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can see those whichever way that you have called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your solution tab is a basic type of info tab which allows you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will discover it in your services tab and listed below the options tab you have your analytics and reports reports are the standard general introduction of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume patterns so you can The 2016 Freshdesk Rebrand

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can view the development or the details of a specific team member or a group member and below that you can see your different channels of communication you can also see your workflow and what kind of progress you have actually made what turning points that you have actually reached and just how much performance each representative has you can view that from over here returning 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 sort of ticket this is you can alter its status you can set its concern and you can also set what type of inquiry it is so what kind of concern it is you can also appoint a particular representative to this query so you can simply include a note essentially respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your problem 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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have actually responded to this client you can also erase your responses 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 type of action you need to give to each of your clients 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 beginning with us orders and refunds details presents and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is various but i’m simply 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 replying to a client on the bottom left you can see suggested solutions and canned kinds so you’re going to click recommended 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 information into your reaction and send it without needing to

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retype the exact same kind of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to e-mails so another terrific feature that freshdesk really supplies is producing groups so if you click groups in the admin area you can develop various groups for different functions so if a concern and a ticket is related to billing you can designate a group member so over here i have actually designated myself in this group and that person might define their function and make them the leader of this kind of billing ticket other than that you can also designate different in the group area you can likewise designate various tickets to various groups and when 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 elevated a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll catch you guys in the next video The 2016 Freshdesk Rebrand