So we are talking about…Agent Productivity Report Freshdesk…you can utilize freshdesk for customer support so let’s get started first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na begin which will pack your basic control panel 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 customize your assistance desk you can validate your email and listed below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo design so as you can see i’m gon na go with 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 must make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone email social media chat or types and below that you can include your client assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team 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 successive over here we have our dashboard our dashboard reveals 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 shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your customer complete satisfaction and you can see the percentage of positive responses or unfavorable responses even neutral reactions and the total actions that you have received on the ideal 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 great little suggestion on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate 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 want to view if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per 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 called individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your service tab is a basic kind of details tab which permits you to see your email 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 solutions tab and listed below the services tab you have your analytics and reports reports are the basic general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Agent Productivity Report Freshdesk
see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance assistance operation and your general account settings over here you can view the development or the details of a specific employee or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what kind of development you have actually made what milestones that you have reached and just how much efficiency each representative has you can view that from over here returning into tickets i’m going to show you how you can resolve 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 type of ticket this is you can alter its status you can set its priority and you can also set what sort of query it is so what kind of concern it is you can also appoint a particular representative to this query so you can simply include a note basically respond
tto this person and now i’m going to just 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 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 type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send that and now i have responded to this customer you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar kind of reaction you require to give to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have basic beginning with us orders and refunds information presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will shipment take that’s a question that is often asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different but i’m simply choosing this as a sample and now i’m simply going to choose 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 options and canned types so you’re going to click recommended solutions and you can see different articles that are a pre-written answer to a customer concern and you can simply insert that pre-written details into your reaction and send it without needing to
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retype the exact same type of answers again and again so this is a really simple formula for your agents to follow so they can easily react to emails so another fantastic function that freshdesk really supplies is producing groups so if you click groups in the admin section you can produce different groups for various purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i have actually assigned myself in this group which person could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise appoint various in the group section you can likewise assign various tickets to various 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 consumer escalations where customers may have elevated a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Agent Productivity Report Freshdesk