Drummond Group Freshdesk – Delight your customers

So we are talking about…Drummond Group Freshdesk…you can utilize freshdesk for customer care so let’s start first of all you’re gon na start your totally free 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 going and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone email social networks chat or types and below that you can add your client assistance e-mail so if someone 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 somebody is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our

 

unsolved 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 graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a good trend and listed below that you have your client complete satisfaction and you can see the portion of favorable responses or negative reactions even neutral reactions and the overall actions that you have actually received 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 provide you a good little pointer on your basic control panel and now on the left side we’re gon na move 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 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 sort of tickets you wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your service tab is a basic sort of details tab which enables you to see your e-mail marketing your legal requirements

Get Drummond Group Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is type of various you will discover 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 sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume patterns so you can Drummond Group Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can see the progress or the information of a specific team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have made what turning points that you have actually reached and how much efficiency each representative has you can see that from over here going back 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 add tags you can put it in a specific classification what kind of ticket this is you can change its status you can set its top priority and you can likewise set what type of inquiry it is so what kind of question it is you can likewise designate a particular agent to this query so you can just include a note generally reply

 

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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m just going to send that and now i have responded to this client you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of response you need to provide to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the categories you have general starting with us refunds and orders information presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will delivery take that’s a question that is often asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is different but 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 respond to it and you can see when you’re replying to a consumer on the bottom left you can see suggested services and canned kinds so you’re going to click suggested services and you can see various articles that are a pre-written answer to a client concern and you can just place that pre-written details into your reaction and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same kind of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another terrific feature that freshdesk really supplies is producing groups so if you click groups in the admin area you can develop various groups for different functions so if an issue and a ticket is connected to billing you can designate a group member so over here i have actually assigned myself in this group and that person could define their function and make them the leader of this kind of billing ticket other than that you can likewise appoint different in the group section you can likewise assign different tickets to various groups and as soon as 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 clients may have elevated a particular circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you people in the next video Drummond Group Freshdesk