Drupal 7 Freshdesk – Delight your customers

So we are talking about…Drupal 7 Freshdesk…you can use freshdesk for customer support so let’s get going first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na start and that will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can verify your email and listed below that you can see you can add your language whatever kind 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 below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be contacted through phone e-mail social networks chat or types and listed below that you can add your consumer support email 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 team so if you have a team 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

 

unsolved tickets overdue 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 patterns so if the tickets are selling out better or worse it’s going to show you a great pattern and below that you have your customer complete satisfaction and you can see the percentage of positive actions or unfavorable reactions even neutral responses and the total actions 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 offer you a good little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see urgent and high ones will be on the top however the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you want to view if you wish 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 according to your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your service tab is a general sort of information tab which enables you to view your email marketing your legal requirements

Get Drupal 7 Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is kind of miscellaneous you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the basic general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Drupal 7 Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or decrease 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 team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the details of a particular employee or a group member and listed below that you can see your various channels of communication you can also see your workflow and what type of progress you have made what turning points that you have actually reached and how much efficiency each agent has you can see 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 include tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its concern and you can likewise set what sort of question it is so what type of question it is you can also appoint a specific agent to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your concern 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 customer so it’s automatically going to key in hi matt rogers that’s the consumer 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 consumer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of action you require to give 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 basic getting going with us orders and refunds details gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern 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 respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested services and canned types so you’re going to click on recommended services and you can see different articles that are a pre-written answer to a consumer question and you can just insert that pre-written details into your response and send it without having to

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

retype the same kind of responses again and again so this is a very simple formula for your representatives to follow so they can quickly react to emails so another terrific function that freshdesk really provides is producing groups so if you click groups in the admin section you can create various 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 designated myself in this group and that individual could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise appoint different in the group area you can likewise appoint 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 particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and handy and i’ll capture you people in the next video Drupal 7 Freshdesk