So we are talking about…Asgn Teckert When Agent Responds Freshdesk…you can use freshdesk for client service so let’s start first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you register you’re gon na get started which will fill your basic control panel so when you’re beginning 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 verify your email and below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone e-mail social networks chat or kinds and listed below that you can add your consumer support email so if somebody is going to be contacting you you can set that email over here and next up you can invite 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 invite 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 below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a good pattern and listed below that you have your client satisfaction and you can see the percentage of favorable actions or negative responses even neutral reactions and the total actions that you have actually received on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a great little pointer on your basic control panel and now on the left side we’re gon na move on 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 high and immediate ones will be on the leading however the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you want to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your solution tab is a basic sort of information tab which enables you to see your e-mail marketing your legal requirements
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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 solutions tab you have your reports and analytics reports are the standard general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Asgn Teckert When Agent Responds Freshdesk
see on the best side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can view the progress or the information of a certain staff member or a group member and listed below that you can see your various channels of communication you can also view your workflow and what type of progress you have made what milestones that you have reached and how much productivity each agent has you can view that from over here going back into tickets i’m going to reveal 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 sort of ticket this is you can change its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can likewise assign a specific agent to this inquiry so you can just include a note generally 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 respond to the client so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually responded to this consumer you can likewise erase your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of reaction you require to offer to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic getting started with us refunds and orders details gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see how long will delivery take that’s a question that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly 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 reply to it and you can see when you’re replying to a client on the bottom left you can see suggested services and canned kinds so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a customer question and you can simply insert that pre-written info into your reaction and send it without having to
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retype the very same type of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to e-mails so another great feature that freshdesk really provides is producing groups so if you click groups in the admin area you can produce different groups for various purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i have actually appointed myself in this group which person might specify 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 assign different tickets to various groups and when 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 clients may have elevated a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you people in the next video Asgn Teckert When Agent Responds Freshdesk