So we are talking about…What Is Freshdesk Used For…you can use freshdesk for customer support 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 totally free as quickly as you sign up you’re gon na begin which will load your basic control panel 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 customize your assistance desk you can confirm your email and below that you can see you can add your language whatever sort of language you want on your site change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter 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 update those and next you’re gon na choose your assistance channel so how you can be contacted by means of phone email social networks chat or types and below that you can add your customer support e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 offer you a chart that reveals you the trends 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 consumer fulfillment and you can see the portion of positive responses or unfavorable actions even neutral responses and the overall actions that you have received on the ideal 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 pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say 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 right side you can see over here you can filter out what sort of tickets you wish 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 as per your needs and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your services tab so your option tab is a basic sort of information tab which enables you to view your e-mail marketing your legal requirements
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your service associated announcements so if there is something that is type of various you will discover it in your options tab and below the options tab you have your analytics and reports reports are the fundamental general summary of how many tickets you might have offered what is the ticket volume pattern 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 What Is Freshdesk Used For
see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can see the development or the information of a certain employee or a group member and listed below that you can see your various channels of communication you can also see your workflow and what type of development you have actually made what milestones that you have actually reached and just how much performance each representative has you can view that from over here going back into tickets i’m going to show 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 add tags you can put it in a specific category what type of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what kind of question it is you can also assign a particular agent to this question so you can simply add a note essentially reply
tto this person and now i’m going to simply tell them i will be fixing your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your actions within 10 seconds so if you make a mistake you can delete 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 comparable sort of action you need to provide to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders info presents and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a concern that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just select this ticket certainly the concern is various however i’m just picking 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 customer on the bottom left you can see recommended options and canned types so you’re going to click suggested services and you can see various short articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your response and send it without needing to
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retype the same sort of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another great function that freshdesk truly offers is producing groups so if you click groups in the admin section you can develop various groups for different functions so if a ticket and an issue is related to billing you can appoint a group member so over here i’ve assigned myself in this group and that person could specify their role and make them the leader of this type of billing ticket other than that you can also appoint different in the group section you can likewise designate 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 consumer escalations where clients might have raised a certain situation 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 catch you guys in the next video What Is Freshdesk Used For