So we are talking about…To Do Freshdesk…you can use freshdesk for customer support so let’s begin first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na get started and that will load 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 customize your help desk you can verify your e-mail and listed below that you can see you can include your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na opt for 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 pick your assistance channel so how you can be called through phone e-mail social media chat or forms and below that you can add your customer support 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 group that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard 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 provide you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and below that you have your customer satisfaction and you can see the portion of favorable reactions or negative reactions even neutral actions and the total actions that you have received on the right 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 include it over here and it’s gon na provide you a good little pointer on your basic dashboard 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 sort them by their status and now you can see high and immediate ones will be on the top 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 view 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 below that you have your basic contact and companies so you can view those whichever way that you have contacted people you can see their email addresses uh their business 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 solution tab is a general sort of info tab which permits you to see your e-mail marketing your legal requirements
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your service associated statements so if there is something that is type of miscellaneous you will discover it in your services tab and below the options tab you have your analytics and reports reports are the basic general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume trends so you can To Do Freshdesk
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately 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 general administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the development or the details of a particular staff member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what sort of progress you have made what milestones that you have actually reached and just how much performance each agent has you can view that from over here returning 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 alter its status you can set its priority and you can also set what sort of question it is so what kind of concern it is you can also appoint a specific representative to this question so you can simply add a note essentially respond
tto this person and now i’m going to just tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have responded to this client 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 business that’s running this ticketing service and you have a comparable kind of response you need to offer to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general beginning with us orders and refunds details presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will shipment take that’s a question that is often asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is different but i’m simply selecting this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see suggested services and canned types so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a client question and you can simply place that pre-written information into your reaction and send it without having to
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retype the exact same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic function that freshdesk really provides is producing groups so if you click on groups in the admin section you can develop different groups for various functions so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually appointed myself in this group and that individual might define their role and make them the leader of this sort of billing ticket other than that you can also appoint various in the group section you can also appoint 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 client escalations where customers may have raised a particular situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll capture you guys in the next video To Do Freshdesk