Dropdead Freshdesk – Delight your customers

So we are talking about…Dropdead Freshdesk…you can use freshdesk for customer service so let’s get going first of all 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 totally free as quickly as you sign up you’re gon na get going which will fill 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 verify your e-mail and listed below that you can see you can add your language whatever sort of language you want on your site change 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 likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be called through phone e-mail social media chat or forms and below that you can include your customer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite someone to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals 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 provide you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and below that you have your client satisfaction and you can see the portion of unfavorable reactions or positive responses even neutral reactions and the overall responses that you have actually gotten on the ideal side you’re gon na have your order of business 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 give you a good little reminder 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 simply state let’s arrange them by their status and now you can see high and urgent 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 sort of tickets you wish to see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your solution tab is a general sort of details tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will find it in your options tab and listed below the solutions tab you have your reports and analytics reports are the standard general introduction 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 extensive ticket analysis and you can also view your ticket volume patterns so you can Dropdead Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or so 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 efficiency support operation and your general account settings over here you can view the development or the information of a specific employee 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 development you have made what turning points that you have reached and how much productivity 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 include tags you can put it in a specific classification what sort of ticket this is you can alter its status you can set its concern and you can also set what kind of query it is so what kind of question it is you can likewise designate a particular agent to this question so you can just include a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 include this note now i’m going to reply to the client so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this consumer you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of response you need to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general starting with us orders and refunds information gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket clearly the concern is different however i’m just selecting this as a sample and now i’m simply going to choose 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 options and canned kinds so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your reaction and send it without needing to

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retype the exact same type of answers again and again so this is a very easy formula for your representatives to follow so they can easily react to emails so another great function that freshdesk truly offers is creating groups so if you click on groups in the admin section you can create different 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’ve designated myself in this group which person might define their function and make them the leader of this sort of billing ticket besides that you can also assign different in the group section you can likewise designate different tickets to different 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 consumer escalations where customers might have elevated a certain scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you men in the next video Dropdead Freshdesk