Docebo Knowledge Base Freshdesk – Delight your customers

So we are talking about…Docebo Knowledge Base Freshdesk…you can utilize freshdesk for client service so let’s get going first off you’re gon na begin your complimentary 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 get started and that will fill your basic control panel 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 validate your e-mail and below that you can see you can add your language whatever sort of language you want on your website change 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 likewise gon na make that pink i guess or i need 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 called by means of phone email social media chat or kinds and listed below that you can include your consumer assistance email so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a team 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 control panel reveals our

 

unresolved 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 much better or even worse it’s going to reveal you a good pattern and listed below that you have your customer fulfillment and you can see the percentage of unfavorable reactions or favorable responses even neutral reactions and the overall actions that you have gotten on the ideal 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 offer you a good 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 simply say let’s sort them by their status and now you can see high and urgent ones will be on the top however the other ones will be on the bottom now next up on the best 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 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 requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your solution tab is a basic type of information tab which permits you to see your email marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the basic general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Docebo Knowledge Base Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or decrease 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 representative performance assistance operation and your general account settings over here you can view the progress or the details of a specific staff member 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 actually made what milestones that you have actually reached and just how much productivity 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 top priority and you can also set what sort of question it is so what type of concern it is you can also designate a particular representative to this inquiry so you can just include a note basically 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 update the status i’m going to add this note now i’m going to respond to the customer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually replied to this customer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of reaction you need to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic getting started with us refunds and orders info gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will shipment take that’s a concern that is often asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket clearly the question is different however i’m simply picking this as a sample and now i’m simply going to select 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 solutions and canned types so you’re going to click on suggested options and you can see various posts that are a pre-written answer to a customer question and you can simply insert that pre-written info into your response and send it without having to

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retype the exact same type 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 great feature that freshdesk truly supplies is developing groups so if you click on groups in the admin section you can produce different groups for different functions so if a ticket and an issue is connected to billing you can assign a group member so over here i have actually designated myself in this group and that person might define their role and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group section you can likewise assign 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 clients may have raised a particular circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Docebo Knowledge Base Freshdesk