So we are talking about…What Is Freshdesk App…you can use freshdesk for customer service so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you sign up you’re gon na begin 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 establish your account so over here and individualize your help desk you can confirm your email and listed below that you can see you can include your language whatever type of language you want on your website change 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 should make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be called via phone email social media chat or forms and listed below that you can add your client assistance email so if somebody is going to be contacting you you can set that email 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 offering the tickets for you you can invite them over here successive over here we have our control panel our control panel reveals our
unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice pattern and listed below that you have your client fulfillment and you can see the portion of unfavorable actions or favorable reactions even neutral responses and the overall actions that you have gotten on the right 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 include it over here and it’s gon na offer you a good little pointer 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 high and immediate 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 assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of information tab which enables you to see your e-mail marketing your legal requirements
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your service associated announcements so if there is something that is sort of various you will discover it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume patterns so you can What Is Freshdesk App
see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can view the development or the information of a certain staff member or a group member and below that you can see your different channels of communication you can likewise view your workflow and what kind of development you have made what turning points that you have reached and how much productivity each agent has you can see 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 category what sort of ticket this is you can change its status you can set its concern and you can also set what type of query it is so what kind of concern it is you can also assign a specific agent to this question so you can simply add a note basically reply
tto this person and now i’m going to simply tell them i will be resolving 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 include this note now i’m going to reply to the consumer so it’s instantly going to key 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 replied to this customer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of reaction you need to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic starting with us refunds and orders information gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see how long will shipment take that’s a question that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket clearly the question is different however i’m just picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested services and you can see various posts that are a pre-written answer to a client question and you can just insert that pre-written info into your reaction and send it without needing to
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retype the same kind of responses again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to e-mails so another fantastic function that freshdesk truly provides is creating groups so if you click groups in the admin area you can create various groups for various purposes so if a problem and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group and that person could define their role and make them the leader of this sort of billing ticket other than that you can also assign different in the group area you can likewise appoint different tickets to different groups and once 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 scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and useful and i’ll capture you people in the next video What Is Freshdesk App