So we are talking about…Contact Freshdesk Vipkid…you can use freshdesk for customer support so let’s begin first of all 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 free as soon as you sign up you’re gon na get going which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your e-mail and listed below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be contacted through phone email social networks chat or types and below that you can include your consumer assistance e-mail so if somebody is going to be calling 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 offering the tickets for you you can invite them over here next up over here we have our dashboard our dashboard reveals our
unsettled 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 even worse it’s going to show you a great trend and listed below that you have your client complete satisfaction and you can see the portion of positive actions or negative responses even neutral responses and the overall reactions that you have actually received on the right 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 offer you a nice little suggestion on your basic dashboard 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 arrange 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 sort of tickets you want to see if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your option tab is a basic sort of information tab which permits you to view 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 discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the basic general summary of the number of tickets you may 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 also see your ticket volume patterns so you can Contact Freshdesk Vipkid
see on the right side you have your today’s ticket inside so the number of tickets you may have offered approximately 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 productivity assistance operation and your basic account settings over here you can see the progress or the details of a particular team member or a group member and below that you can see your different channels of communication you can also view your workflow and what type of progress you have actually made what milestones that you have reached and how much performance each representative has you can see that from over here going back 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 particular category what type of ticket this is you can alter its status you can set its priority and you can likewise set what type of inquiry it is so what kind of concern it is you can also assign a specific agent to this query so you can simply include 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 update the status i’m going to include this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this customer you can likewise erase your responses within 10 seconds so if you slip up 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 comparable kind of response you need to offer 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 basic getting going with us orders and refunds details gifts and discount coupons and truths and questions 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 typically asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket certainly the question is different however i’m simply picking 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 responding to a consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended services 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 details into your reaction and send it without having to
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retype the very same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to e-mails so another great function that freshdesk really supplies is creating groups so if you click on groups in the admin area you can produce various groups for various functions so if a problem and a ticket is associated with billing you can appoint a group member so over here i’ve assigned 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 likewise assign 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 customers may have elevated a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll capture you people in the next video Contact Freshdesk Vipkid