Unpublish Freshdesk Knowledge Base Articles – effortless omnichannel service

So we are talking about…Unpublish Freshdesk Knowledge Base Articles…you can use freshdesk for customer support so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na start 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 customize your aid desk you can validate your e-mail and listed below that you can see you can add your language whatever type of language you desire on your site change the color of your logo so as you can see i’m gon na opt for a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social networks chat or forms and below that you can add your customer support email so if someone 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 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 shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your customer fulfillment and you can see the portion of negative reactions or favorable reactions even neutral responses and the overall responses that you have received on the right side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a good little suggestion 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 sort them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your service tab is a basic kind of information tab which allows you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you may 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 Unpublish Freshdesk Knowledge Base Articles

see on the right side you have your today’s ticket inside so how many tickets you might have offered or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent 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 below that you can see your various channels of interaction you can likewise see your workflow and what type of progress you have made what turning points that you have reached and just how much productivity each representative has you can see that from over here returning 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 sort of ticket this is you can alter its status you can set its priority and you can also set what sort of inquiry it is so what type of question it is you can likewise appoint a particular representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be solving 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 type in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send that and now i have actually responded to this consumer you can also erase your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of action you require to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders information gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is different however i’m simply selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see suggested options 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 client question and you can simply place that pre-written information into your response and send it without having to

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retype the same type of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk really provides is creating groups so if you click groups in the admin section you can produce different groups for various functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i’ve assigned myself in this group which individual could specify their function and make them the leader of this sort of billing ticket other than that you can also designate different in the group area you can also assign 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 elevated a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and handy and i’ll catch you guys in the next video Unpublish Freshdesk Knowledge Base Articles