So we are talking about…Attachment Manager Freshdesk…you can use freshdesk for customer service so let’s get started first of all 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 totally free as soon as you register you’re gon na start 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 aid desk you can validate your email and listed below that you can see you can include your language whatever sort 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 listed 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 pick your support channel so how you can be called by means of phone e-mail social media chat or forms and listed below that you can add 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 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 dashboard reveals our
unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and listed below that you have your client satisfaction and you can see the percentage of negative reactions or positive responses even neutral actions and the overall reactions that you have actually received on the ideal side you’re gon na have your order of business 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 give you a nice little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say 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 best side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your services tab so your solution tab is a general kind of information tab which allows you to view your email marketing your legal requirements
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your service associated statements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Attachment Manager Freshdesk
see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative productivity assistance operation and your general account settings over here you can view the development or the details of a certain employee or a group member and below that you can see your various channels of communication you can likewise view your workflow and what sort of development you have actually made what turning points that you have actually reached and just how much performance each agent 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 include tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its top priority and you can also set what type of inquiry it is so what type of concern it is you can also assign a specific agent to this question so you can just add a note generally reply
tto this person and now i’m going to simply tell them i will be resolving 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 respond to the consumer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send that and now i have replied to this consumer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable sort of response you need to give 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 general getting going with us refunds and orders information presents and coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a concern that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket obviously the question is different however i’m simply selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested solutions and you can see different posts that are a pre-written answer to a consumer question and you can simply insert that pre-written details into your response and send it without needing to
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retype the very same kind of answers again and again so this is a very easy formula for your representatives to follow so they can easily respond to emails so another excellent feature that freshdesk actually provides is producing groups so if you click on groups in the admin section you can develop different groups for different functions so if a ticket and an issue is connected to billing you can designate a group member so over here i’ve appointed myself in this group which individual could specify their role and make them the leader of this type of billing ticket aside from that you can likewise designate different in the group area you can also designate various tickets to different 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 consumers may have elevated a specific situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you men in the next video Attachment Manager Freshdesk