So we are talking about…Community Image Freshdesk…you can use freshdesk for customer service so let’s start first of all you’re gon na begin 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 starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your e-mail and below that you can see you can add your language whatever sort of language you desire 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 alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with by means of phone email social media chat or types and below that you can include 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 welcome 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 invite them over here next up over here we have our dashboard our dashboard reveals our
unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and listed below that you have your customer complete satisfaction and you can see the percentage of favorable reactions or negative reactions even neutral actions and the total reactions that you have actually gotten on the right side you’re gon na have your order of business 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 great little suggestion on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply say let’s sort 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 wish to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually called individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your service tab is a basic type of info tab which permits you to see your email marketing your legal requirements
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your service related announcements so if there is something that is kind of various you will find it in your solutions tab and below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume patterns so you can Community Image Freshdesk
see on the best side you have your today’s ticket inside so how many tickets you might have offered or so what is the boost or reduce 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 performance support operation and your general account settings over here you can see the development or the information of a particular team member or a group member and below that you can see your different channels of interaction you can also view your workflow and what sort of development you have actually made what milestones that you have reached and how much productivity each agent has you can see that from over here returning 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 include tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of question it is so what kind of concern it is you can likewise appoint a specific agent to this inquiry so you can simply include a note basically reply
tto this person and now i’m going to just 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 reply to the consumer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have replied to this client you can likewise erase your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of response you need to provide to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general getting started with us refunds and orders information presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will shipment take that’s a question that is often asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket certainly 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 respond to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned types so you’re going to click suggested options and you can see various short articles that are a pre-written answer to a consumer concern and you can just place that pre-written info into your reaction and send it without having to
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retype the very same sort of answers again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another great feature that freshdesk actually provides is developing groups so if you click on groups in the admin area you can create different groups for different purposes so if an issue and a ticket is associated with billing you can assign a group member so over here i’ve appointed myself in this group which individual could specify their function and make them the leader of this type of billing ticket besides that you can also designate different in the group area you can also appoint various 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 might have elevated a particular circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you guys in the next video Community Image Freshdesk