Drill In Step Freshdesk – Delight your customers

So we are talking about…Drill In Step Freshdesk…you can use freshdesk for customer support so let’s begin to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na get going and that will fill your basic control panel 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 aid desk you can validate your email and below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na choose 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 therefore you can update those and next you’re gon na pick your assistance channel so how you can be called via phone email social networks chat or forms and listed below that you can include your customer assistance 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 somebody to your group so if you have a group that is working for you if somebody 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 control panel shows our

 

unresolved 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 give you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice trend and listed below that you have your consumer complete satisfaction and you can see the percentage of unfavorable reactions or favorable responses even neutral responses and the total responses that you have received on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na provide you a good little suggestion on your basic control panel 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 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 ideal side you can see over here you can filter out what kind of tickets you want to see if you want to see the tickets that are designated 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 needs and successive below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your solution 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 type of various you will find it in your options tab and below the options tab you have your reports and analytics reports are the basic general overview of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Drill In Step Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the boost or reduce 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 group channels workflow agent efficiency support operation and your general account settings over here you can see the development or the details of a particular team member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have made what turning points that you have actually reached and how much productivity each agent has you can see that from over here going back into tickets i’m going to show you how you can resolve 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 classification what sort of ticket this is you can alter its status you can set its priority and you can also set what sort of query it is so what type of question it is you can also designate a specific representative to this inquiry so you can just include a note essentially reply

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to respond to the consumer so it’s automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have responded to this customer you can also delete your responses within 10 seconds so if you make a mistake you can erase 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 sort of response you require to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general getting going with us orders and refunds info presents and discount coupons and facts and concerns 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 shipment take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is different however i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended services and canned types so you’re going to click recommended services and you can see different posts that are a pre-written answer to a consumer question and you can just place that pre-written details into your action and send it without having to

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retype the exact same type of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to emails so another great feature that freshdesk really offers is creating groups so if you click groups in the admin section you can develop different groups for different functions 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 which individual could specify their role and make them the leader of this sort of billing ticket other than that you can also appoint various in the group section you can likewise assign different tickets to various groups and once 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 customer escalations where customers might have elevated a particular scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Drill In Step Freshdesk