Doug Hannah Freshdesk – Delight your customers

So we are talking about…Doug Hannah Freshdesk…you can use freshdesk for customer support so let’s get going to begin with 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 register you’re gon na get going which will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can confirm your email and below that you can see you can add your language whatever kind of language you desire on your website alter 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 change your menu color so i’m likewise gon na make that pink i guess or i ought 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 through phone e-mail social media chat or types and below that you can include your client support email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a nice trend and listed below that you have your client satisfaction and you can see the portion of unfavorable responses or favorable reactions even neutral responses and the overall reactions that you have gotten on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na give you a great little suggestion on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you want to see if you want 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 successive below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted individuals you can see their email addresses uh their business 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 service tab is a basic sort of details tab which enables you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will discover it in your options tab and below the solutions tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Doug Hannah Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might 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 productivity assistance operation and your general account settings over here you can view the progress or the information of a certain staff member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here returning 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 add tags you can put it in a specific classification what sort of ticket this is you can change its status you can set its top priority and you can also set what kind of query it is so what kind of concern it is you can also designate a particular representative to this query so you can just add a note generally reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your problem 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 respond to the customer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of action 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 categories you have actually general starting with us refunds and orders info gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will shipment take that’s a question that is frequently asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is various however i’m just picking this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended solutions and canned types so you’re going to click suggested services and you can see various articles that are a pre-written answer to a client question and you can just insert that pre-written details into your response and send it without having to

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retype the very same sort of answers again and again so this is a very simple formula for your representatives to follow so they can easily react 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 develop various groups for various purposes so if a ticket and a concern is related to billing you can designate a group member so over here i have actually appointed myself in this group and that individual could define their function and make them the leader of this type of billing ticket other than that you can also designate various in the group section you can likewise designate different tickets to various groups and as soon as 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 raised a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll capture you people in the next video Doug Hannah Freshdesk