Dotcom Therapy Freshdesk – Delight your customers

So we are talking about…Dotcom Therapy Freshdesk…you can use freshdesk for customer service so let’s get going first of all 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 totally free as quickly as you register you’re gon na start and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na choose a pink and listed 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 therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or forms and below that you can add your customer support e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome somebody 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 invite them over here next up over here we have our dashboard our control panel 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 shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and below that you have your client complete satisfaction and you can see the portion of unfavorable actions or positive actions even neutral reactions and the total reactions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need 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 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 say let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 kind of tickets you want to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your service tab is a general kind of details tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your options tab and listed below the options tab you have your analytics and reports reports are the fundamental general overview 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 view your ticket volume patterns so you can Dotcom Therapy Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance support operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what sort of progress you have actually made what turning points that you have reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to reveal you how you can solve 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 category what kind of ticket this is you can alter its status you can set its concern and you can also set what kind of inquiry it is so what kind of concern it is you can also designate a specific agent to this question so you can simply include a note essentially respond

 

tto this person and now i’m going to just tell them i will be solving 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 client so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually replied to this client you can likewise erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of response you require to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic beginning with us orders and refunds information presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will delivery take that’s a question that is frequently asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket clearly the concern is various however i’m simply choosing this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested options and canned kinds so you’re going to click suggested services and you can see various short articles that are a pre-written answer to a customer question and you can just insert 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 easy formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk actually provides is producing groups so if you click on groups in the admin section you can create different groups for different functions so if an issue and a ticket is related to billing you can designate a group member so over here i have actually designated myself in this group and that individual could specify their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can likewise appoint different 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 clients might have raised a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you men in the next video Dotcom Therapy Freshdesk