Desktop Central Freshdesk – Delight your customers

So we are talking about…Desktop Central Freshdesk…you can use freshdesk for customer care so let’s get started first off you’re gon na begin your free 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 begin which will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can verify your e-mail and listed below that you can see you can include your language whatever sort of language you desire on your site change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be called by means of phone email social media chat or types and listed below that you can add your customer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our

 

unsettled 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 chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your customer fulfillment and you can see the portion of negative reactions or favorable responses even neutral actions and the total responses that you have gotten on the best 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 offer you a good 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 say let’s arrange them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 see if you want to see the tickets that are appointed 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 requirements and next up below that you have your basic contact and business so you can see those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your services tab so your solution tab is a general kind of information tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will find it in your solutions tab and below the options tab you have your reports and analytics reports are the standard general introduction of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Desktop Central Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can view the development or the details of a certain team 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 type of development you have actually made what turning points that you have reached and how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal you how you can fix 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 specific category what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what type of query it is so what type of question it is you can likewise designate a specific representative to this inquiry so you can simply add a note generally reply

 

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 upgrade the status i’m going to include this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have replied to this consumer you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of reaction you require to give to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general getting going with us orders and refunds info presents and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will shipment take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just select this ticket clearly the question is different but i’m simply picking 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 customer on the bottom left you can see recommended options and canned kinds so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your action and send it without needing to

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retype the exact same kind of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another excellent function that freshdesk really offers is creating groups so if you click on groups in the admin area you can produce various groups for different functions so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually assigned myself in this group which person might define their function and make them the leader of this type of billing ticket aside from that you can also assign various in the group section you can also appoint 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 clients may have raised a certain circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you guys in the next video Desktop Central Freshdesk