The Apexer Freshdesk – effortless omnichannel service

So we are talking about…The Apexer Freshdesk…you can utilize freshdesk for customer care so let’s get started first of all 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 complimentary as soon as you sign up you’re gon na start which will fill 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 assistance desk you can validate your e-mail and listed below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted by means of phone e-mail social media chat or kinds and below that you can add your client assistance email so if someone is going to be calling you you can set that email over here and next up you can invite 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 successive 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 listed below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a nice trend and listed below that you have your customer satisfaction and you can see the percentage of negative responses or positive reactions even neutral reactions and the overall responses that you have gotten on the right 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 include it over here and it’s gon na provide you a good little suggestion 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 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 ideal side you can see over here you can filter out what type of tickets you wish to see 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 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 individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your solution tab is a basic sort of details tab which enables you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the basic general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can The Apexer Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can see the progress or the information of a particular team member or a group member and below that you can see your different channels of communication you can likewise view your workflow and what kind of development you have actually made what turning points that you have reached and how much efficiency each agent has you can view that from over here going back into tickets i’m going to show you how you can resolve 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 kind 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 type of question it is you can likewise appoint a particular representative to this inquiry so you can just include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving 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 consumer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually responded to this consumer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of action you need to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders information gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply publish this draft and after that return to ticketing i’m simply 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 respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned types so you’re going to click suggested options and you can see different posts that are a pre-written answer to a consumer question and you can simply insert that pre-written info into your action and send it without having to

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retype the same sort of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to emails so another terrific feature that freshdesk actually supplies is producing groups so if you click on groups in the admin area you can develop different groups for different functions so if a ticket and an issue is related to billing you can designate a group member so over here i’ve assigned myself in this group which person could define their role and make them the leader of this sort of billing ticket aside from that you can also appoint different in the group area you can also assign different tickets to various groups and when 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 consumer escalations where clients may have raised a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll catch you people in the next video The Apexer Freshdesk