So we are talking about…Birst Freshdesk…you can use freshdesk for customer service so let’s start first off you’re gon na start your totally 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 started and that 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 personalize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever sort of language you desire 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 likewise alter your menu color so i’m also gon na make that pink i guess or i ought to 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 gotten in touch with via phone email social networks chat or kinds and below that you can add your customer support email so if someone is going to be contacting you you can set that e-mail 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 selling the tickets for you you can invite them over here successive over here we have our dashboard our control panel reveals 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 give you a graph that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great pattern and below that you have your customer satisfaction and you can see the portion of unfavorable reactions or positive reactions even neutral responses and the overall actions that you have actually received on the best 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 proceed to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 type of tickets you want to view if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up 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 people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your solution tab is a basic type of information tab which allows you to view your e-mail marketing your legal requirements
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your service related announcements so if there is something that is type of miscellaneous you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume trends so you can Birst Freshdesk
see on the right side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or reduce 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 group channels workflow representative performance support operation and your basic account settings over here you can see the progress or the details of a certain staff member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what kind of development you have actually made what milestones that you have reached and how much productivity each representative has you can see that from over here returning into tickets i’m going to reveal you how you can deal with 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 specific category what type of ticket this is you can change its status you can set its priority and you can likewise set what type of query it is so what kind of concern it is you can likewise assign a particular representative to this query so you can just add a note generally respond
tto this person and now i’m going to just 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 include this note now i’m going to reply to the client so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send that and now i have replied to this customer you can likewise delete your reactions within 10 seconds so if you make a mistake 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 action you need to provide to each of your consumers 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 basic getting going with us orders and refunds info gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is various but i’m just choosing this as a sample and now i’m just 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 consumer on the bottom left you can see recommended services and canned types so you’re going to click on recommended services and you can see different posts that are a pre-written answer to a client concern and you can just place that pre-written info into your action 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 simple formula for your representatives to follow so they can quickly respond to emails so another excellent feature that freshdesk truly provides is creating groups so if you click groups in the admin area you can develop various groups for various purposes so if a concern and a ticket is related to billing you can appoint a group member so over here i have actually designated myself in this group which person might specify their role and make them the leader of this kind of billing ticket aside from that you can also assign different in the group area you can also designate 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 client 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 men discovered this easy to understand and helpful and i’ll catch you people in the next video Birst Freshdesk