Def14A Freshdesk 2018 – Delight your customers

So we are talking about…Def14A Freshdesk 2018…you can use freshdesk for customer service so let’s get started to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na begin and that 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 personalize your assistance desk you can verify your email and listed below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo so as you can see i’m gon na choose 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 should make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be called by means of phone e-mail social media chat or forms and below that you can include your client assistance email so if somebody is going to be contacting you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unresolved 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 trends so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your customer fulfillment and you can see the portion of unfavorable actions or positive responses even neutral reactions and the overall responses that you have gotten on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a great little pointer 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 just say let’s sort them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what kind of tickets you want to see 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 according to 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 individuals you can see their email addresses uh their business titles their phone numbers 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 kind of details tab which permits you to view your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and below the solutions tab you have your reports and analytics reports are the standard general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume patterns so you can Def14A Freshdesk 2018

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can view the progress or the details of a particular team 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 kind of development you have made what turning points that you have reached and how much productivity each agent has you can view that from over here returning into tickets i’m going to show 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 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 concern and you can also set what sort of question it is so what type of question it is you can likewise designate a particular agent to this query so you can simply add a note generally reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue 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 respond to the customer 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 simply going to send that and now i have actually replied to this consumer you can likewise delete your responses 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 type of reaction you require to give to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have basic beginning with us orders and refunds details presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a question that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different but i’m simply choosing this as a sample and now i’m simply 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 suggested services and canned kinds so you’re going to click suggested options and you can see various articles that are a pre-written answer to a customer question and you can just insert that pre-written details into your reaction and send it without needing to

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retype the very same type of answers again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another terrific function that freshdesk truly provides is creating groups so if you click groups in the admin section you can produce various groups for different purposes so if a concern and a ticket is related to billing you can assign a group member so over here i’ve appointed myself in this group which person could specify their role and make them the leader of this type of billing ticket besides that you can likewise designate various in the group area you can also designate various tickets to various groups and when you have actually 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 consumers may have raised a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll catch you men in the next video Def14A Freshdesk 2018