Therabill Freshdesk – effortless omnichannel service

So we are talking about…Therabill Freshdesk…you can use freshdesk for customer support so let’s get going 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 register for free as soon as you register you’re gon na get going and that will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever type of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for 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 and so you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with via phone email social networks chat or forms and listed below that you can add your customer assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard 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 provide you a graph that shows you the patterns 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 client complete satisfaction and you can see the percentage of negative responses or favorable reactions even neutral reactions and the overall actions that you have actually received on the right side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na provide you a nice little tip on your basic control panel 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 urgent and high 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 type of tickets you wish to see if you want to see the tickets that are assigned to a particular person 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 view those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your service tab is a basic kind of info tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will discover it in your services tab and below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Therabill Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold 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 basic administrative settings your group channels workflow representative performance support operation and your general account settings over here you can see the progress or the information of a specific employee or a group member and below that you can see your different channels of communication you can likewise view your workflow and what sort of progress you have actually made what turning points that you have actually reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show 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 include tags you can put it in a particular classification what type of ticket this is you can alter its status you can set its priority and you can also set what sort of inquiry it is so what kind of concern it is you can likewise assign a particular agent to this query so you can just add a note essentially 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 upgrade the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable kind of response you need to provide to each of your customers 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 basic starting with us orders and refunds information gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see how long will delivery take that’s a concern that is frequently asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is various however i’m simply choosing 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 customer on the bottom left you can see suggested options and canned types so you’re going to click suggested solutions and you can see various short articles that are a pre-written answer to a customer concern and you can simply place that pre-written info into your action and send it without needing to

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retype the very same type of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another excellent feature that freshdesk really supplies is developing groups so if you click on groups in the admin section you can produce different groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group which person could define their role and make them the leader of this type of billing ticket besides that you can also designate different in the group section you can also designate different tickets to different groups and once 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 consumer escalations where clients may have raised a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you men in the next video Therabill Freshdesk