Domain Knowledge Freshdesk – Delight your customers

So we are talking about…Domain Knowledge Freshdesk…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na start your complimentary 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 dashboard 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 personalize your assistance desk you can confirm your e-mail and below that you can see you can include your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na opt for 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 ought to make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with via phone e-mail social networks chat or types and below that you can include your client support 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 team that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows 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 satisfaction and you can see the percentage of positive reactions or unfavorable responses even neutral responses and the total responses that you have actually received on the best side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na offer you a great 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 just say let’s sort them by their status and now you can see immediate and high ones will be on the top nevertheless 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 sort of tickets you want to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your option tab is a general sort of info tab which permits you to view your email marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Domain Knowledge Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or two 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 basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can see the development or the details of a particular employee or a group member and listed below that you can see your various channels of communication you can also view your workflow and what kind of progress you have made what milestones that you have actually reached and how much performance each agent has you can view that from over here going back into tickets i’m going to reveal 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 include tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its top priority and you can likewise set what kind of query it is so what kind of concern it is you can likewise appoint a specific agent to this query so you can simply add a note essentially respond

 

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 include this note now i’m going to reply to the consumer so it’s automatically going to key in hi matt rogers that’s the client 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 consumer you can also delete your actions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar kind of reaction you require to give to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic getting going with us orders and refunds information gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will shipment take that’s a question that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket clearly the question is various however i’m simply selecting this as a sample and now i’m simply 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 recommended solutions and canned forms so you’re going to click on suggested options and you can see various short articles that are a pre-written answer to a customer 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 same type of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond to e-mails so another fantastic function that freshdesk really provides is developing groups so if you click groups in the admin section you can create various groups for various purposes so if a ticket and a problem is associated with billing you can designate a group member so over here i’ve appointed myself in this group which individual could specify their function and make them the leader of this sort of billing ticket other than that you can likewise designate different in the group area you can also appoint various tickets to different groups and when 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 customer escalations where customers might have raised a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you men in the next video Domain Knowledge Freshdesk