So we are talking about…Companies That Use Freshdesk…you can utilize freshdesk for customer care so let’s get started to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you sign up you’re gon na begin which will fill 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 personalize your help desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also alter your menu color so i’m also 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 choose your support channel so how you can be gotten in touch with through phone e-mail social media chat or kinds and below that you can add your customer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals our
unsettled 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 shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your consumer complete satisfaction and you can see the percentage of unfavorable actions or positive responses even neutral reactions and the total reactions that you have gotten on the best side you’re gon na have your to-do list 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 great little pointer on your basic control panel and now on the left side we’re gon na carry 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 immediate 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 assigned 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 requirements and next up below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your service tab is a basic type of details tab which permits you to view your e-mail 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 services tab and listed below the solutions tab you have your analytics and reports reports are the standard general overview of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Companies That Use Freshdesk
see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can see the progress or the information of a specific staff member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have actually made what turning points that you have reached and 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 include tags you can put it in a particular category what sort of ticket this is you can change its status you can set its priority and you can likewise set what type of question it is so what kind of question it is you can likewise designate a particular agent to this inquiry so you can just add a note basically 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 include this note now i’m going to reply to the client so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have responded to this customer you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of response you require to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general beginning with us orders and refunds information gifts and coupons and realities 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 how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket obviously the question is different but i’m just selecting this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested options and canned kinds so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a customer concern and you can just place that pre-written information into your reaction and send it without having to
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retype the exact same kind of answers again and again so this is a really easy formula for your agents to follow so they can quickly react to emails so another terrific feature that freshdesk actually supplies is developing groups so if you click groups in the admin area you can produce various groups for various purposes so if a concern and a ticket is connected to billing you can assign a group member so over here i have actually designated myself in this group and that individual might define their role and make them the leader of this type of billing ticket besides that you can likewise designate different in the group section you can likewise designate different tickets to various groups and as soon as 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 consumer escalations where customers might have raised a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you guys in the next video Companies That Use Freshdesk