Docbook Freshdesk – Delight your customers

So we are talking about…Docbook Freshdesk…you can use freshdesk for customer support so let’s get started first off you’re gon na begin your totally 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 sign up you’re gon na get going which 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 help desk you can verify your email and listed below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called via phone e-mail social media chat or kinds and below that you can add your consumer support email so if somebody is going to be calling 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 successive over here we have our dashboard our dashboard shows our

 

unsettled 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 give you a graph 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 listed below that you have your consumer satisfaction and you can see the percentage of unfavorable reactions or positive responses even neutral actions and the total responses that you have actually gotten on the right side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a good little tip on your basic dashboard and now on the left side we’re gon na move on 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 right side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are appointed 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 listed below that you have your basic contact and business so you can view those whichever way that you have actually contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your option tab is a basic kind of info tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and listed below the services tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume patterns so you can Docbook Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can view the progress or the information of a certain team member or a group member and below that you can see your different channels of communication you can also see your workflow and what type of progress you have actually made what turning points that you have reached and just how much efficiency each agent 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 concern and you can also set what sort of question it is so what kind of concern it is you can likewise designate a specific representative to this query so you can simply include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the client so it’s immediately going to enter hi matt rogers that’s the customer 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 responded to this customer you can likewise erase 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 company that’s running this ticketing service and you have a similar type of response you need to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually general getting started with us orders and refunds details presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a question that is often asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is different but i’m simply choosing this as a sample and now i’m just 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 suggested options and you can see different posts that are a pre-written answer to a customer question and you can just place that pre-written details into your action and send it without needing to

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retype the same type of answers again and again so this is a very simple formula for your representatives to follow so they can quickly react to e-mails so another terrific feature that freshdesk truly provides is producing groups so if you click on groups in the admin area you can produce various groups for various functions so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve assigned myself in this group which person might define their role and make them the leader of this type of billing ticket aside from that you can also designate different in the group area you can also assign various 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 customers may have elevated a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you men in the next video Docbook Freshdesk