Theiconic Freshdesk – effortless omnichannel service

So we are talking about…Theiconic Freshdesk…you can utilize freshdesk for customer service so let’s begin first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you register you’re gon na get started and that 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 customize your aid desk you can validate your email and listed below that you can see you can add your language whatever sort of language you desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be contacted by means of phone email social networks chat or kinds and below that you can include your client assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your group so if you have a team 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 shows our

 

unsolved tickets overdue 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 reveal you a great trend and below that you have your client fulfillment and you can see the portion of unfavorable reactions or positive responses even neutral actions and the overall reactions 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 give you a good little reminder on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see high and immediate ones will be on the leading however the other ones will be on the bottom now next up on the best 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 appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your service tab is a basic sort of information tab which allows you to view your email marketing your legal requirements

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your service related announcements so if there is something that is type of various you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Theiconic Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost 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 team channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the information of a specific staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have actually made what turning points that you have reached and just how much efficiency each representative has you can see that from over here going back into tickets i’m going to reveal you how you can fix 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 category what kind of ticket this is you can change its status you can set its top priority and you can likewise set what sort of question it is so what type of concern it is you can also designate a specific agent 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 solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the client so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have responded to this consumer you can likewise delete your responses 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 business that’s running this ticketing service and you have a comparable type of response you require to give to each of your clients 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 gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will delivery take that’s a concern that is often asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket obviously the concern is different 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 replying to a client on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended services and you can see different posts that are a pre-written answer to a customer concern and you can just insert that pre-written information into your reaction and send it without needing to

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retype the very same sort of answers again and again so this is a very simple formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk truly offers is producing groups so if you click on groups in the admin section you can create different groups for different functions so if a ticket and an issue is associated with billing you can designate a group member so over here i have actually appointed myself in this group and that individual might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group area you can also assign various 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 client escalations where customers 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 found this easy to understand and handy and i’ll capture you men in the next video Theiconic Freshdesk