Backup Freshdesk Knowledge Base – Delight your customers

So we are talking about…Backup Freshdesk Knowledge Base…you can use freshdesk for customer service so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you register you’re gon na begin which will load 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 customize your help desk you can verify your email and below that you can see you can include your language whatever type of language you want on your site alter the color of your logo so as you can see i’m gon na choose 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 must make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called via phone email social media chat or forms and below that you can add your consumer 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 invite somebody to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel reveals our

 

unresolved 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 chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a good trend and below that you have your client complete satisfaction and you can see the portion of unfavorable actions or favorable actions even neutral reactions and the overall reactions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a good little suggestion 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 arrange them by their status and now you can see high and urgent ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you want to see if you wish to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a basic sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume patterns so you can Backup Freshdesk Knowledge Base

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or decrease in these sales you can see receiving 7 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 general account settings over here you can see the progress or the information of a certain employee or a group member and below that you can see your various channels of interaction you can also see your workflow and what type of development you have made what milestones that you have actually reached and just how much efficiency each agent has you can see 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 particular classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what kind of inquiry it is so what kind of question it is you can also assign a particular representative to this inquiry so you can just add a note generally respond

 

tto this person and now i’m going to simply 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 update the status i’m going to include 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 customer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have actually responded to this consumer you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of response you require to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually general getting going with us refunds and orders information presents and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will shipment take that’s a question that is often asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the question is various however i’m simply choosing this as a sample and now i’m simply going to select 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 options and canned forms so you’re going to click recommended options and you can see various posts that are a pre-written answer to a customer concern and you can simply place that pre-written info into your response and send it without having to

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retype the exact same kind of responses again and again so this is a really easy formula for your agents to follow so they can easily react to emails so another fantastic feature that freshdesk really provides is developing groups so if you click on groups in the admin area you can develop different groups for various purposes so if a ticket and a concern is associated with billing you can appoint a group member so over here i have actually designated myself in this group which individual could specify their function and make them the leader of this kind of billing ticket other than that you can also designate different in the group area you can likewise 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 raised a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll catch you guys in the next video Backup Freshdesk Knowledge Base