Vivek Chopra Freshdesk – effortless omnichannel service

So we are talking about…Vivek Chopra Freshdesk…you can use freshdesk for customer service so let’s start first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you sign up you’re gon na start and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your email and below that you can see you can include your language whatever type 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 likewise alter your menu color so i’m likewise 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 pick your assistance channel so how you can be gotten in touch with via phone e-mail social media chat or kinds and below that you can add your client assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can welcome someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals our

 

unsettled 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 give you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your client fulfillment and you can see the portion of positive actions or unfavorable actions even neutral responses and the overall responses that you have gotten 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 great little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort 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 best side you can see over here you can filter out what kind of tickets you want to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed 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 telephone number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your option tab is a general type of details tab which permits you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your services tab and below the options tab you have your analytics and reports reports are the standard general introduction of how many tickets you might 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 likewise see your ticket volume patterns so you can Vivek Chopra Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or two what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can see the progress or the details of a particular staff member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of development you have actually made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here going back 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 particular classification what sort of ticket this is you can alter its status you can set its top priority and you can also set what kind of query it is so what kind of question it is you can likewise designate a specific agent to this question so you can simply include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be solving 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 client name this is jane doe what might be the problem with your item i’m just going to send that and now i have replied to this consumer you can likewise erase your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of action you require to offer to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general getting going with us refunds and orders details gifts and discount coupons and realities 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 how long will shipment take that’s a concern that is frequently asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket certainly the question is different however i’m just picking 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 recommended solutions and canned types so you’re going to click on suggested solutions and you can see different short articles that are a pre-written answer to a client question and you can simply insert that pre-written details into your action and send it without having to

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retype the very same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another great function that freshdesk actually offers is creating groups so if you click groups in the admin area you can develop different groups for different functions so if an issue and a ticket is related to billing you can assign a group member so over here i’ve assigned myself in this group which individual could define their function and make them the leader of this type of billing ticket besides that you can likewise assign different in the group area you can likewise assign different 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 clients might have elevated a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you guys in the next video Vivek Chopra Freshdesk