Digital Fortress Freshdesk – Delight your customers

So we are talking about…Digital Fortress Freshdesk…you can use freshdesk for customer service so let’s begin to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you register you’re gon na start and that will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can verify your e-mail and listed below that you can see you can include your language whatever sort of language you want on your website 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 ought to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone email social media chat or kinds and below that you can add your client assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals our

 

unresolved 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 patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and listed below that you have your client satisfaction and you can see the portion of negative actions or positive actions even neutral reactions and the overall reactions that you have gotten on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na provide you a nice little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just say let’s sort them by their status and now you can see immediate and high ones will be on the top 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 kind of tickets you wish to view 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 needs and next up below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your option tab is a basic sort of info tab which permits 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 type of various you will discover it in your services tab and below the services tab you have your reports and analytics reports are the basic general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Digital Fortress Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can view the progress or the information of a particular employee or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what kind of progress you have made what turning points that you have reached and just how much efficiency each representative has you can see 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 particular category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of inquiry it is so what type of question it is you can also assign a specific representative to this query so you can simply include a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue 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 client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have actually replied to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase 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 comparable kind of response you require to offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general getting started with us orders and refunds details presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will delivery take that’s a question that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is different however i’m just choosing 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 client on the bottom left you can see recommended solutions and canned types so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a consumer question and you can simply insert that pre-written info into your action and send it without needing to

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retype the exact same sort of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to emails so another fantastic feature that freshdesk really provides is producing groups so if you click on groups in the admin section you can develop different groups for various purposes so if a problem and a ticket is related to billing you can assign a group member so over here i have actually assigned myself in this group and that individual might define their function and make them the leader of this sort of billing ticket aside from that you can likewise 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 client escalations where clients might have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you guys in the next video Digital Fortress Freshdesk