Desk Or Freshdesk – Delight your customers

So we are talking about…Desk Or Freshdesk…you can use freshdesk for customer service so let’s begin first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na start which will load your basic dashboard 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 assistance desk you can verify your e-mail and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo design 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 should make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social networks chat or kinds and listed below that you can add your customer support e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can invite 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 invite them over here successive over here we have our control panel our control panel reveals our

 

unresolved 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 chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your consumer fulfillment and you can see the portion of positive responses or negative actions even neutral responses and the total responses that you have received on the best 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 good little pointer 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 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 best side you can see over here you can filter out what kind of tickets you wish 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 as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have contacted people you can see their email addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your option tab is a general sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your services tab and listed below the solutions tab you have your analytics and reports reports are the basic general introduction 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 thorough ticket analysis and you can also view your ticket volume trends so you can Desk Or Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent efficiency support operation and your general account settings over here you can view the development or the details of a particular staff member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what kind of development you have made what milestones that you have 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 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 sort of ticket this is you can change its status you can set its concern and you can also set what type of question it is so what kind of concern it is you can likewise appoint a specific representative to this query so you can just include a note generally respond

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have replied to this customer you can also erase your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails 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 consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders details presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a question that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is various however i’m just picking 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 replying to a client on the bottom left you can see recommended solutions and canned kinds so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a customer concern and you can just place that pre-written information into your response and send it without having to

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retype the exact same kind of responses again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another great function that freshdesk actually provides is creating groups so if you click groups in the admin section you can produce various groups for different functions so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually assigned myself in this group and that person might specify their role and make them the leader of this kind of billing ticket besides that you can also designate various in the group area you can likewise appoint different tickets to different groups and once 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 consumer escalations where clients might have elevated a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you men in the next video Desk Or Freshdesk