Devang Desai Freshdesk – Delight your customers

So we are talking about…Devang Desai Freshdesk…you can use freshdesk for customer support so let’s start first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you register you’re gon na get started which will load your basic control panel 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 help desk you can validate your e-mail and below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called via phone email social networks chat or forms and listed below that you can add your consumer support email 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 team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard reveals 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 provide you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a good trend and listed below that you have your client fulfillment and you can see the portion of unfavorable actions or positive reactions even neutral responses and the total reactions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to add to your to-do list 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 arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the top 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 wish to see the tickets that are appointed to a specific person 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 view those whichever way that you have actually contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your options tab so your service tab is a general sort of information tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your solutions tab and below the services tab you have your reports and analytics reports are the fundamental general introduction 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 extensive ticket analysis and you can also see your ticket volume trends so you can Devang Desai Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance support operation and your general account settings over here you can see the development or the details of a certain team member 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 progress you have actually made what milestones that you have reached and how much efficiency each agent has you can see that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what kind of query it is so what type of question it is you can also designate a particular agent to this inquiry so you can just add a note basically reply

 

tto this person and now i’m going to just 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 include this note now i’m going to respond to the customer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually replied to this client you can likewise 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 business that’s running this ticketing service and you have a comparable kind of action you need to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have general getting started with us orders and refunds info gifts 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 available and let’s see the length of time will delivery take that’s a question that is typically asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket obviously the question is different however i’m simply picking this as a sample and now i’m simply going to choose 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 suggested options and canned types so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written information into your action and send it without needing to

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retype the same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another fantastic function that freshdesk actually supplies is producing groups so if you click on groups in the admin area you can produce different groups for various purposes so if a problem and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that person could specify their function and make them the leader of this kind of billing ticket besides that you can also appoint various in the group section you can also appoint different tickets to various 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 may have elevated a specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll catch you guys in the next video Devang Desai Freshdesk