Tony Lee Freshdesk – effortless omnichannel service

So we are talking about…Tony Lee Freshdesk…you can use freshdesk for customer care so let’s start first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you register you’re gon na get started which will pack 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 individualize your help desk you can validate your email and 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 design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be gotten in touch with via phone email social media chat or types and below that you can include your consumer support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard reveals 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 chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your consumer fulfillment and you can see the portion of favorable responses or unfavorable actions even neutral responses and the overall actions that you have actually gotten on the ideal side you’re gon na have your to-do list 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 offer you a great little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange 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 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 type of tickets you wish to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up below that you have your basic contact and companies so you can view those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your option tab is a general kind of details tab which allows you to view 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 services tab you have your analytics and reports reports are the basic 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 an assistance desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Tony Lee Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the details of a particular staff member or a group member and below that you can see your different channels of interaction you can also view your workflow and what kind of development you have made what turning points that you have reached and how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific classification what type of ticket this is you can change its status you can set its priority and you can likewise set what sort of query it is so what kind of concern it is you can likewise assign a particular agent to this question so you can just include a note basically respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue 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 respond to the customer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this customer you can likewise erase your actions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of reaction you need to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have basic starting with us refunds and orders info presents 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 readily available and let’s see the length of time will delivery take that’s a question that is often asked you can just release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is various but i’m simply selecting 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 consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on suggested services and you can see different articles that are a pre-written answer to a client concern 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 type of responses again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic feature that freshdesk really supplies is developing groups so if you click groups in the admin area you can produce different groups for different purposes so if an issue and a ticket is associated with billing you can designate a group member so over here i have actually assigned myself in this group and that individual might specify their role and make them the leader of this sort of billing ticket other than that you can likewise assign various in the group section you can likewise appoint different tickets to various groups and as soon as 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 client escalations where consumers may have elevated a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you people in the next video Tony Lee Freshdesk