Difference Between Closed And Solved Tickets In Freshdesk – Delight your customers

So we are talking about…Difference Between Closed And Solved Tickets In Freshdesk…you can use freshdesk for customer care so let’s get started to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na begin and that will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can verify your email and listed below that you can see you can add your language whatever sort of language you desire on your site alter 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 alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone e-mail social media chat or kinds and below that you can include your customer assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up 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 listed below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your customer complete satisfaction and you can see the portion of positive actions or unfavorable reactions even neutral responses and the overall reactions that you have actually received on the ideal side you’re gon na have your to-do list 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 give you a good 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 say let’s sort them by their status and now you can see immediate and high ones will be on the leading however 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 sort of tickets you wish to see if you wish to see the tickets that are assigned 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 needs and successive below that you have your basic contact and companies so you can view those whichever way that you have actually called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your services tab so your service tab is a general kind of information tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the standard general introduction of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Difference Between Closed And Solved Tickets In Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase 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 basic account settings over here you can view the development or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what kind of progress you have made what milestones that you have reached and just how much efficiency each representative has you can see that from over here going back 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 add tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its concern and you can also set what sort of question it is so what kind of concern it is you can likewise assign a particular agent to this inquiry so you can just add a note generally respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send that and now i have responded to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete 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 sort of action you need to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have basic beginning with us orders and refunds info gifts and coupons and realities 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 how long will shipment take that’s a question that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket obviously the concern is various 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 reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned types so you’re going to click recommended options and you can see various posts that are a pre-written answer to a client 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 kind of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to e-mails so another great function that freshdesk truly supplies is producing groups so if you click groups in the admin section you can produce various groups for various functions so if a ticket and an issue is related to billing you can assign a group member so over here i’ve assigned myself in this group which individual might specify their function and make them the leader of this type of billing ticket besides that you can also appoint different in the group section you can likewise 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 consumer escalations where consumers might have raised a specific situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you men in the next video Difference Between Closed And Solved Tickets In Freshdesk