Digium Freshdesk – Delight your customers

So we are talking about…Digium Freshdesk…you can utilize freshdesk for customer service so let’s start 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 complimentary as quickly as you sign up you’re gon na begin 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 personalize your aid desk you can verify your email and listed below that you can see you can add your language whatever kind of language you desire on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone email social networks chat or types and below that you can add your client 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 welcome someone to your team so if you have a group 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 control panel our dashboard reveals our

 

unresolved 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 graph that reveals you the trends 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 complete satisfaction and you can see the percentage of unfavorable actions or favorable responses even neutral responses and the overall actions that you have 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 add it over here and it’s gon na provide you a good little suggestion 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 just say let’s sort 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 ideal side you can see over here you can filter out what kind of tickets you want to see if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can view those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your option tab is a general type of details tab which permits you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of various you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the standard general summary of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Digium Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or two what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can view the development or the details of a specific team 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 sort of development you have made what milestones that you have actually reached and just how much productivity each agent has you can see that from over here returning into tickets i’m going to reveal you how you can fix 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 classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of inquiry it is so what type of concern it is you can likewise designate a specific representative to this query so you can just include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 add this note now i’m going to respond to the consumer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually replied to this customer you can likewise erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable type of action you need to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic getting started with us orders and refunds details presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will shipment take that’s a question that is often 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 clearly the question is different however i’m just picking this as a sample and now i’m just 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 suggested services and canned types so you’re going to click suggested options and you can see different posts that are a pre-written answer to a customer question and you can simply place that pre-written details into your reaction and send it without needing to

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retype the exact same sort of responses again and again so this is a really simple formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk really offers is producing groups so if you click groups in the admin section you can produce different groups for various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually appointed myself in this group and that person might specify their function and make them the leader of this kind of billing ticket besides that you can also designate different in the group area you can also appoint various tickets to various groups and when you have actually 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 customers may have raised a certain situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Digium Freshdesk