Drexplain And Freshdesk – Delight your customers

So we are talking about…Drexplain And Freshdesk…you can use freshdesk for customer support so let’s start to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get started and that will load 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 help desk you can confirm your e-mail and below that you can see you can include your language whatever sort of language you desire on your site change the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone e-mail social media chat or types and below that you can add your client assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group 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 next up over here we have our control panel our dashboard shows our

 

unsolved 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 offer you a graph that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a good trend and below that you have your client fulfillment and you can see the portion of negative reactions or favorable reactions even neutral actions and the total responses that you have gotten on the best side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a great little suggestion on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate and high ones will be on the top however 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 wish to view if you want to see the tickets that are assigned to a particular individual 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 listed below that you have your basic contact and companies so you can view those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your option tab is a basic type of details tab which enables you to see 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 solutions tab and below the options tab you have your reports and analytics reports are the basic general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume trends so you can Drexplain And Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent productivity assistance operation and your general account settings over here you can view the progress or the information of a particular team member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what kind of development you have actually made what milestones that you have reached and just how much efficiency each agent 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 specific classification what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of question it is so what kind of question it is you can likewise assign a particular representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be resolving 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 reply to the customer so it’s immediately going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m just going to send that and now i have actually replied to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can delete 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 comparable sort of response you need to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic getting going with us refunds and orders info gifts and vouchers and facts 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 the length of time will shipment take that’s a question that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is various however i’m just picking this as a sample and now i’m just 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 consumer on the bottom left you can see suggested services and canned forms so you’re going to click 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 info into your action and send it without having to

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retype the very same type of answers again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another excellent function that freshdesk truly supplies is developing groups so if you click on groups in the admin area you can produce different groups for different purposes so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group and that person might specify their function and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group section you can likewise designate 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 customer escalations where clients might have raised a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll catch you guys in the next video Drexplain And Freshdesk