Doc Theme Freshdesk – Delight your customers

So we are talking about…Doc Theme Freshdesk…you can use freshdesk for customer care so let’s begin to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get going and that will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can verify your email and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise 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 select your assistance channel so how you can be called via phone e-mail social media chat or types and listed below that you can include your client assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody 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

 

unsettled tickets overdue 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 reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good trend and below that you have your client satisfaction and you can see the percentage of unfavorable actions or positive actions even neutral reactions and the total actions 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 order of business you’re gon na add it over here and it’s gon na provide you a nice little tip on your basic control panel 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 say let’s sort them by their status and now you can see urgent 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 type of tickets you wish to view if you wish to see the tickets that are appointed 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 requirements and next up listed below that you have your basic contact and companies so you can see those whichever way that you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your service tab is a general sort of details tab which enables 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 find it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general introduction 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 Doc Theme Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your basic account settings over here you can view the development or the details of a particular employee or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have made what milestones that you have reached and how much productivity each representative has you can see that from over here going back 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 classification what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of question it is so what kind of concern it is you can likewise appoint a specific agent to this inquiry so you can simply 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 instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually replied to this customer you can also delete your actions 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 business that’s running this ticketing service and you have a comparable kind of action you need to provide to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have basic starting with us orders and refunds info gifts and coupons 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 delivery take that’s a question that is often asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various but i’m simply choosing 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 client on the bottom left you can see suggested services and canned forms so you’re going to click suggested solutions 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 response and send it without needing to

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retype the very same kind of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to emails so another excellent feature that freshdesk really offers is producing groups so if you click on groups in the admin area you can produce various groups for different functions so if a ticket and a concern is related to billing you can assign a group member so over here i have actually assigned myself in this group which individual might define their role and make them the leader of this sort of billing ticket other than that you can also designate various in the group section you can likewise assign different 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 client escalations where customers may have elevated a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll capture you men in the next video Doc Theme Freshdesk