Twilio Sms Freshdesk – effortless omnichannel service

So we are talking about…Twilio Sms Freshdesk…you can use freshdesk for client service so let’s get started to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na get started and that will load your basic dashboard 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 individualize your help desk you can validate your e-mail and below that you can see you can add your language whatever sort of language you want 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 also change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and below that you can include your customer assistance 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 someone to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your client complete satisfaction and you can see the portion of positive actions or negative responses even neutral responses and the overall actions that you have received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a great 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 simply state let’s arrange them by their status and now you can see high and urgent ones will be on the top 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 see if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and business so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a basic sort of details tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is kind of various you will find it in your services tab and listed below the services tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume patterns so you can Twilio Sms Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or two what is the increase or decrease 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 agent performance support operation and your general account settings over here you can view the development or the information of a certain staff member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what type of development you have actually made what milestones that you have actually reached and how much efficiency each agent has you can see that from over here returning into tickets i’m going to reveal 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 specific classification what sort of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what kind of concern it is you can likewise appoint a particular representative to this query so you can just include a note basically reply

 

tto this person and now i’m going to simply 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 respond to the consumer so it’s instantly 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 that and now i have actually replied to this client you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable type of action you need to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general beginning with us refunds and orders information gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a question that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is various but i’m simply choosing this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see suggested services and canned kinds so you’re going to click on recommended options and you can see different articles that are a pre-written answer to a client concern and you can simply place that pre-written info into your reaction and send it without needing to

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retype the very same type of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another excellent function that freshdesk actually provides is creating groups so if you click groups in the admin section you can produce various groups for different functions so if a concern and a ticket is connected to billing you can designate a group member so over here i have actually designated myself in this group which individual could specify their function and make them the leader of this sort of billing ticket besides that you can also assign 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 might have elevated a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you people in the next video Twilio Sms Freshdesk