Add Agents To Freshdesk – Delight your customers

So we are talking about…Add Agents To Freshdesk…you can use freshdesk for customer care so let’s get going first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na get started and that will pack your basic dashboard 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 assistance desk you can confirm your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore 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 media chat or kinds and below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite somebody 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 invite them over here next up over here we have our dashboard our dashboard shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good pattern and below that you have your customer complete satisfaction and you can see the percentage of unfavorable actions or favorable actions even neutral reactions and the total responses that you have gotten on the best side you’re gon na have your to-do list 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 offer you a nice little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high ones will be on the top 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 see if you want 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 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 called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your option tab is a general type of details tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume patterns so you can Add Agents To Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may 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 below that you have your basic administrative settings your team channels workflow agent productivity assistance operation and your general account settings over here you can view the progress or the information of a certain 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 kind of development you have made what milestones that you have 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 sort of ticket this is you can alter its status you can set its top priority and you can also set what sort of inquiry it is so what kind of question it is you can likewise designate a specific agent to this inquiry so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving 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 type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this client you can likewise delete your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable type of reaction you need to offer to each of your consumers 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 getting started with us orders and refunds info gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see how long will shipment take that’s a concern that is typically asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different but i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click on recommended services and you can see different posts that are a pre-written answer to a client concern and you can simply place that pre-written information into your action and send it without having to

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retype the very same kind of responses again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another fantastic function that freshdesk really provides is producing groups so if you click groups in the admin section you can produce various groups for various functions so if a ticket and a concern is related to billing you can designate a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this sort of billing ticket other than that you can likewise assign different in the group section you can likewise 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 consumer escalations where customers might have elevated a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you guys in the next video Add Agents To Freshdesk