Digitalocean Freshdesk Helpdesk – Delight your customers

So we are talking about…Digitalocean Freshdesk Helpdesk…you can utilize freshdesk for customer service so let’s begin first of all 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 sign up you’re gon na get started which will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you desire on your site 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 also change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be called through phone e-mail social networks chat or forms and below that you can include your customer 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 invite someone to your team so if you have a group 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 control panel reveals our

 

unresolved tickets overdue 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 chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a good trend and below that you have your client complete satisfaction and you can see the percentage of positive actions or unfavorable actions even neutral actions and the overall actions that you have received on the right 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 tip 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 urgent ones will be on the leading however 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 type of tickets you want to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a basic sort of info tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Digitalocean Freshdesk Helpdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered approximately 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 representative productivity support operation and your general account settings over here you can see the progress or the details of a particular team member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what sort of progress you have actually made what turning points that you have actually reached and just how much efficiency each representative has you can view that from over here going back 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can likewise assign a specific agent to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 customer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have responded to this customer you can likewise delete your actions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of action you need to offer to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the categories you have general getting going with us refunds and orders details gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered 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 then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different however i’m just selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended services and canned types so you’re going to click on recommended 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 action and send it without needing to

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retype the very same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to e-mails so another excellent feature that freshdesk really offers is developing groups so if you click groups in the admin area you can produce various groups for various purposes so if a problem and a ticket is connected 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 designate different in the group area you can likewise assign 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 client escalations where clients might have raised 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 handy and i’ll capture you guys in the next video Digitalocean Freshdesk Helpdesk