Dci Freshdesk – Delight your customers

So we are talking about…Dci Freshdesk…you can utilize freshdesk for customer care so let’s get going first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na start and that will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can verify your email 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 also alter your menu color so i’m likewise 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 select your support channel so how you can be called via phone email social media chat or types and below that you can include your consumer assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our dashboard shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give 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 listed below that you have your client complete satisfaction and you can see the portion of positive actions or negative reactions even neutral actions and the overall responses that you have actually gotten on the right side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a great little pointer on your basic dashboard 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 say let’s sort them by their status and now you can see immediate and high ones will be on the top however 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 view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your service tab is a general kind of info tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your solutions tab and listed below the services tab you have your reports and analytics reports are the basic general overview 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 extensive ticket analysis and you can also view your ticket volume patterns so you can Dci Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or so what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view the progress or the information of a particular staff member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what type of development you have actually made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal you how you can resolve 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 category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what type of question it is you can also appoint a specific agent to this query so you can just include a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 add this note now i’m going to respond to the consumer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this client you can likewise erase your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable type of action you require to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic getting started with us refunds and orders info gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will shipment take that’s a concern that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is various but i’m simply selecting this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a customer question and you can simply place that pre-written details into your reaction and send it without needing to

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retype the very same sort of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly react to e-mails so another terrific feature that freshdesk truly supplies is developing groups so if you click on groups in the admin area you can develop various groups for various functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually assigned myself in this group and that person could define their role and make them the leader of this kind of billing ticket besides that you can likewise designate different in the group section you can also appoint 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 client escalations where consumers may have raised a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and handy and i’ll capture you men in the next video Dci Freshdesk