Demote Agents To End Users Freshdesk – Delight your customers

So we are talking about…Demote Agents To End Users Freshdesk…you can use freshdesk for client service so let’s begin first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly 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 customize your help desk you can verify your email and below that you can see you can include your language whatever sort of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed 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 upgrade 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 networks chat or types and listed below that you can include your client support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody 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 next up over here we have our dashboard our dashboard shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and below that you have your consumer satisfaction and you can see the percentage of favorable reactions or negative actions even neutral reactions and the overall responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na give you a good little suggestion 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 simply say let’s sort them by their status and now you can see high and urgent ones will be on the top 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 wish 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 according to your needs and next up below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind 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 allows you to see your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the basic general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Demote Agents To End Users Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered 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 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 various channels of communication you can also see your workflow and what kind 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 sort of ticket this is you can alter its status you can set its top priority and you can also set what type of query it is so what type of concern it is you can likewise appoint a particular agent to this query so you can just include a note basically reply

 

tto this person and now i’m going to just 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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have replied to this customer you can also delete your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar type of action you need to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually basic getting started with us refunds and orders information presents 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 delivery take that’s a question that is frequently asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is different however i’m simply choosing this as a sample and now i’m simply 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 customer on the bottom left you can see recommended solutions and canned forms so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a client question and you can just insert that pre-written info into your action and send it without needing to

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retype the exact same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to emails so another fantastic feature that freshdesk truly supplies is producing groups so if you click on groups in the admin area you can develop different groups for different purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually designated myself in this group and that person might specify their role and make them the leader of this type of billing ticket besides that you can likewise assign various in the group area you can also appoint different tickets to different 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 consumers might have raised a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you men in the next video Demote Agents To End Users Freshdesk