Deskware Versus Freshdesk – Delight your customers

So we are talking about…Deskware Versus Freshdesk…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na get going which will load 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 verify your e-mail and listed below that you can see you can add your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na go with 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 and so you can update those and next you’re gon na select your assistance channel so how you can be contacted via phone email social media chat or forms and listed below that you can include your consumer assistance e-mail 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 group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our control panel reveals our

 

unsettled 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 provide you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your consumer satisfaction and you can see the percentage of positive actions or negative reactions even neutral reactions and the overall actions that you have gotten on the ideal 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 offer you a good little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate ones will be on the top nevertheless 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 wish to see if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can view those whichever way that you have contacted individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your solution tab is a general sort of information 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 below the solutions tab you have your analytics and reports reports are the basic general overview 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 also see your ticket volume trends so you can Deskware Versus Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or reduce 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 agent performance assistance operation and your general account settings over here you can view the development or the information of a certain staff member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much performance 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 specific category what sort of ticket this is you can change its status you can set its priority and you can likewise set what kind of question it is so what type of concern it is you can likewise appoint a particular agent to this question so you can just add a note generally respond

 

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 update the status i’m going to add this note now i’m going to reply to the client so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually responded to this consumer you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of action you need to give to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general getting started 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 templates that are currently offered and let’s see how long will shipment take that’s a question that is typically asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample just select this ticket certainly the concern is various however i’m just selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned forms so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a consumer question and you can simply place that pre-written details into your reaction and send it without having to

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retype the same kind of answers again and again so this is a very easy formula for your representatives to follow so they can easily react to emails so another fantastic function that freshdesk actually offers is producing groups so if you click on groups in the admin section you can develop different groups for various purposes so if an issue and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group and that person might specify their role and make them the leader of this type of billing ticket aside from that you can likewise assign various in the group area you can also appoint various tickets to different groups and once 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 customers might have raised a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you people in the next video Deskware Versus Freshdesk