The Freshdesk Ticket Life Cycle – effortless omnichannel service

So we are talking about…The Freshdesk Ticket Life Cycle…you can use freshdesk for client service so let’s get going to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na get started which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can verify your email 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 go with 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 ought to make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted through phone e-mail social networks chat or types and below that you can include your client assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and below that you have your client fulfillment and you can see the portion of negative actions or favorable responses even neutral responses and the total responses that you have gotten on the best side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a great little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate and high ones will be on the leading however 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 wish to view if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their email 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 sort of information tab which enables you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your options tab and listed below the services 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 The Freshdesk Ticket Life Cycle

see on the best side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity assistance operation and your basic account settings over here you can view the progress or the information of a certain staff member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what kind of progress you have made what milestones that you have reached and just how much performance 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what kind of question it is you can likewise designate a specific agent to this query so you can simply include a note generally respond

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s instantly 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 customer 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 a service that’s running this ticketing service and you have a comparable sort of response you need to give to each of your customers 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 beginning with us orders and refunds information gifts and discount coupons and facts 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 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 choose this ticket undoubtedly the concern is various however i’m just picking this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested options and canned types so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your reaction and send it without having to

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retype the very same type of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to emails so another excellent function that freshdesk really supplies is producing groups so if you click groups in the admin section you can create different groups for various functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually assigned myself in this group and that person could define their function and make them the leader of this sort of billing ticket aside from that you can likewise assign different in the group area you can likewise designate different tickets to different 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 customer escalations where customers may have elevated a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you people in the next video The Freshdesk Ticket Life Cycle