So we are talking about…Ask Frank Freshdesk…you can use freshdesk for customer service so let’s get started first of all you’re gon na begin your 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 get going which will pack your basic dashboard 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 aid desk you can validate your email and below that you can see you can add your language whatever type of language you want on your site change the color of your logo so as you can see i’m gon na go with a pink and below that you can also change your menu color so i’m likewise 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 contacted through phone e-mail social media chat or forms and below that you can add your customer assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome 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 dashboard 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 offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and below that you have your customer complete satisfaction and you can see the portion of favorable reactions or unfavorable reactions even neutral reactions and the total reactions that you have received on the ideal side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na provide you a good little reminder 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 just state let’s sort them by their status and now you can see immediate and high ones will be on the leading nevertheless 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 kind of tickets you want to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive below that you have your basic contact and business 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 contact number facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your option tab is a basic type of info tab which permits you to view your e-mail marketing your legal requirements
Get Ask Frank 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 solutions tab and listed below the solutions tab you have your analytics and reports reports are the basic general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Ask Frank Freshdesk
see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or decrease 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 general account settings over here you can view the progress or the details of a specific team member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what type of development you have made what milestones that you have reached and just how much productivity each representative has you can see that from over here returning 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 likewise set what kind of inquiry it is so what type of question it is you can likewise designate a specific agent to this question so you can simply include a note essentially reply
tto this person and now i’m going to simply tell them i will be solving 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 client so it’s instantly going to type in 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 replied to this client you can also erase your responses within 10 seconds so if you slip up you can erase 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 kind of response you need to offer 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 categories you have general getting going with us refunds and orders info gifts and discount coupons and realities and questions 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 shipment take that’s a concern that is frequently asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is various but i’m simply choosing this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended services and canned forms so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer question and you can just place that pre-written details into your response and send it without needing to
freshworks, review, chat, tools, reviews, tool, value, crm,
retype the same sort of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk actually supplies is developing groups so if you click groups in the admin area you can develop different groups for different functions so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group which person could define their role and make them the leader of this sort of billing ticket other than that you can also appoint different in the group section you can also 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 consumers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you guys in the next video Ask Frank Freshdesk