Determining Your Freshdesk Chat Account Version – Delight your customers

So we are talking about…Determining Your Freshdesk Chat Account Version…you can use freshdesk for customer support so let’s get going to begin with 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 soon as you sign up you’re gon na get going and that will load your basic dashboard so when you’re getting going 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 email and listed below that you can see you can add your language whatever sort 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 below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so 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 networks chat or kinds and listed below that you can add your customer assistance e-mail so if someone is going to be calling 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 someone is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard 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 graph that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your consumer complete satisfaction and you can see the portion of favorable responses or unfavorable responses even neutral responses and the overall reactions that you have actually gotten on the best side you’re gon na have your order of business 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 provide you a nice little pointer 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 simply state 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 right side you can see over here you can filter out what type of tickets you wish to see 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 based on your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have gotten in touch with people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a basic type of information tab which enables you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the fundamental general overview of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Determining Your Freshdesk Chat Account Version

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can view the development or the details of a certain staff member or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its concern and you can likewise set what sort of question it is so what kind of concern it is you can likewise assign a specific agent to this inquiry so you can just include a note basically reply

 

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 update the status i’m going to add this note now i’m going to reply to the customer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have actually replied to this client you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar kind of action you need to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have general getting going with us orders and refunds info presents and vouchers and realities 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 for how long will delivery take that’s a concern that is frequently asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket certainly the concern is different but 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 respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions and canned forms so you’re going to click on recommended solutions and you can see various articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your reaction and send it without having to

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retype the very same type of responses again and again so this is an extremely easy formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk really provides is creating groups so if you click groups in the admin section you can create various groups for various purposes so if a concern and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group which person could specify their role and make them the leader of this type of billing ticket besides that you can likewise assign different in the group section you can also appoint various tickets to different groups and as soon as 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 consumer escalations where clients might have raised a specific situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you men in the next video Determining Your Freshdesk Chat Account Version