Unioncloud Freshdesk – effortless omnichannel service

So we are talking about…Unioncloud Freshdesk…you can utilize freshdesk for customer support so let’s get going 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 totally free as soon as you sign up you’re gon na start and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can confirm your e-mail and below that you can see you can add your language whatever kind of language you want on your website change the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m also 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 via phone email 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 e-mail over here and next up you can welcome somebody 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 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 listed below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great trend and listed below that you have your customer satisfaction and you can see the percentage of negative actions or positive reactions even neutral responses and the total responses that you have actually received on the right side you’re gon na have your order of business so something that you require 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 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 just state let’s sort them by their status and now you can see high and urgent 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 sort of tickets you want to see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your solution tab is a general type of info tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of various you will discover it in your solutions tab and listed below the services tab you have your reports and analytics reports are the basic general summary of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Unioncloud Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can see the progress or the details of a specific team member or a group member and below that you can see your various channels of communication you can also view your workflow and what sort of progress you have made what turning points that you have actually reached and how much efficiency each agent has you can see 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 include tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of inquiry it is so what type of concern it is you can also designate a specific agent to this query so you can simply include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 reply 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 issue with your product i’m simply going to send that and now i have actually replied to this client you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have general starting with us refunds and orders information presents and vouchers and facts 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 for how long will shipment take that’s a concern that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is various but i’m just picking this as a sample and now i’m simply going to pick 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 solutions and canned forms so you’re going to click recommended options and you can see different short articles that are a pre-written answer to a consumer question and you can just place that pre-written info into your action and send it without having to

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retype the exact same sort of answers again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another terrific feature that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can produce various groups for various functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group which individual might define their function and make them the leader of this type of billing ticket other than that you can also designate different in the group section you can likewise appoint various tickets to different 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 customer escalations where customers may have elevated a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and handy and i’ll catch you men in the next video Unioncloud Freshdesk