Agent Roles Freshdesk – Delight your customers

So we are talking about…Agent Roles Freshdesk…you can use freshdesk for customer service so let’s get going to begin with 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 totally free as quickly as you sign up you’re gon na begin which will fill your basic dashboard 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 customize your help desk you can verify your e-mail 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 design so as you can see i’m gon na choose a pink and below that you can likewise 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 upgrade those and next you’re gon na pick your assistance channel so how you can be contacted through phone email social networks chat or types and below that you can include your client assistance 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 group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows 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 trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your customer complete satisfaction and you can see the portion of favorable actions or unfavorable reactions even neutral reactions and the total responses that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a great little suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state 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 type of tickets you wish to view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your solution tab is a general type of info tab which allows you to see your email marketing your legal requirements

Get Agent Roles Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is sort of various you will discover it in your options tab and below the services tab you have your analytics and reports reports are the basic general overview 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 patterns so you can Agent Roles Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative performance support operation and your general account settings over here you can see the development or the details of a specific team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what kind of progress you have made what milestones that you have reached and just how much productivity each agent has you can see that from over here returning into tickets i’m going to reveal 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 particular classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of query it is so what type of concern it is you can also appoint a specific agent to this query so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this customer you can also erase your actions 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 similar sort of response you need to give to each of your customers 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 general getting started with us refunds and orders information presents and coupons and realities 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 for how long will delivery take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the question is different but i’m simply choosing this as a sample and now i’m just going to pick 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 services 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 consumer concern and you can just place that pre-written info into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same sort of responses again and again so this is a very easy formula for your agents to follow so they can easily react to e-mails so another fantastic function that freshdesk truly supplies is creating groups so if you click on groups in the admin area you can create various groups for different purposes so if a concern and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group and that individual might specify their role and make them the leader of this type of billing ticket aside from that you can also designate different in the group area you can likewise assign various tickets to different groups and once 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 customers might have elevated a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and handy and i’ll capture you men in the next video Agent Roles Freshdesk

 

 

Agent Roles Freshdesk – Delight your customers

So we are talking about…Agent Roles Freshdesk…you can use freshdesk for customer support so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na begin and that will pack your basic control panel so when you’re getting going 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 validate your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with through phone email social media chat or types and listed below that you can add your consumer assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsolved 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 nice pattern and listed below that you have your consumer satisfaction and you can see the percentage of unfavorable reactions or positive actions 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 add to your order of business you’re gon na add it over here and it’s gon na provide you a great little tip 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 simply say let’s arrange them by their status and now you can see urgent and high 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 see if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see 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 view those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your option tab is a general sort of details tab which allows you to see your e-mail marketing your legal requirements

Get Agent Roles Freshdesk support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and listed below the options tab you have your analytics and reports reports are the fundamental general overview of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume patterns so you can Agent Roles Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can view the progress or the information of a specific team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what type of development you have made what turning points that you have actually reached and 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 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 specific category what type of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what type of question it is you can likewise assign a specific agent to this question so you can just add a note essentially reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to reply to the customer 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 product i’m just going to send out that and now i have actually responded to this consumer you can also delete your actions within 10 seconds so if you make a mistake you can erase 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 kind of response you require to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have basic beginning with us refunds and orders details presents and discount coupons and realities and concerns 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 for how long will delivery take that’s a concern that is typically asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket certainly the concern is various but i’m just picking this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click recommended solutions and you can see different posts that are a pre-written answer to a client question and you can simply insert that pre-written info into your action and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same sort of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another terrific function that freshdesk really supplies is producing groups so if you click groups in the admin section you can produce different groups for various functions so if a ticket and a concern is connected to billing you can assign a group member so over here i’ve appointed myself in this group and that person might define their function and make them the leader of this type of billing ticket besides that you can also appoint various in the group section you can also designate 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 consumer escalations where customers may have elevated a certain 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 practical and i’ll catch you guys in the next video Agent Roles Freshdesk