Department Routing Freshdesk Chat – Delight your customers

So we are talking about…Department Routing Freshdesk Chat…you can use freshdesk for customer service so let’s start first of all 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 quickly as you register you’re gon na begin and that will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can confirm your e-mail and listed below that you can see you can include your language whatever type of language you desire on your site change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or types and below that you can include your client support email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team 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 control panel shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a great trend and listed below that you have your customer satisfaction and you can see the percentage of positive reactions or negative responses even neutral responses and the overall reactions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a nice little reminder 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 simply state let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 kind of tickets you want to view if you wish to see the tickets that are designated to a specific person 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 listed 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 telephone number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your service tab is a general kind of information tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the services tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume trends so you can Department Routing Freshdesk Chat

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease in these sales you can see receiving seven 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 information of a specific employee or a group member and below that you can see your various channels of communication you can also view your workflow and what sort of development you have made what turning points that you have actually reached and just how much efficiency each representative has you can see 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 include tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its concern and you can likewise set what sort of query it is so what type of question it is you can likewise assign a specific representative to this query so you can simply add a note basically respond

 

tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to respond to the consumer so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually responded to this customer you can also erase your actions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar sort of response you require to offer 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 classifications you have general beginning with us orders and refunds info presents and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for 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 simply gon na as a sample simply select this ticket clearly the question is different however i’m simply selecting 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 responding to a client on the bottom left you can see recommended options and canned kinds so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a consumer concern and you can just place that pre-written details into your response and send it without having to

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retype the very same type of answers again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another great function that freshdesk actually supplies is developing groups so if you click groups in the admin section you can produce different groups for various functions so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that individual could define their function and make them the leader of this sort of billing ticket aside from that you can also appoint different in the group area you can likewise designate different tickets to different 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 client escalations where clients may have raised a specific circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll capture you guys in the next video Department Routing Freshdesk Chat