Ticket Lifecycle Freshdesk – effortless omnichannel service

So we are talking about…Ticket Lifecycle Freshdesk…you can use freshdesk for customer care so let’s begin to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na begin which will fill your basic control panel 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 individualize your assistance desk you can confirm your e-mail and below that you can see you can add your language whatever type of language you desire on your site 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 also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be contacted through phone e-mail social media chat or forms and below that you can include your client assistance 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 team so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows our

 

unresolved 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 give 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 good pattern and listed below that you have your consumer fulfillment and you can see the portion of favorable reactions or negative reactions even neutral reactions and the total reactions that you have actually received on the right side you’re gon na have your to-do list 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 give you a nice little tip 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 state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 sort of tickets you wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs 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 email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a basic kind of info tab which allows 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 type 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 might have offered what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Ticket Lifecycle Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can see the progress or the details of a particular employee or a group member and listed below that you can see your different channels of communication you can also view your workflow and what kind of development you have made what milestones that you have reached and just how much productivity each representative has you can view that from over here going back 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 specific category what kind of ticket this is you can change its status you can set its priority and you can likewise set what type of question it is so what kind of concern it is you can likewise appoint a particular agent to this query so you can simply include a note basically reply

 

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 include this note now i’m going to reply to the client so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you require to provide to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have general beginning with us orders and refunds information presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will shipment take that’s a concern that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is various however i’m simply selecting this as a sample and now i’m simply going to select 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 solutions and canned forms so you’re going to click recommended options and you can see different articles that are a pre-written answer to a client concern and you can just place that pre-written info into your reaction and send it without needing to

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retype the very same type of answers again and again so this is a very simple formula for your representatives to follow so they can quickly respond to emails so another excellent function that freshdesk really supplies is developing groups so if you click on groups in the admin area you can develop various groups for various functions so if a ticket and a problem is associated with billing you can appoint a group member so over here i have actually assigned myself in this group which person could define their role and make them the leader of this sort of billing ticket other than that you can likewise appoint different in the group area you can also assign different tickets to different 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 consumer escalations where consumers might have elevated a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Ticket Lifecycle Freshdesk