Drupal 8 Freshdesk Chat – Delight your customers

So we are talking about…Drupal 8 Freshdesk Chat…you can utilize freshdesk for customer support so let’s get going first of all 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 free as quickly as you register you’re gon na get started which will pack 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 assistance desk you can validate your e-mail and below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise 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 update those and next you’re gon na choose your support channel so how you can be gotten in touch with through phone e-mail social networks chat or types and below that you can include your consumer support email so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets overdue 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a great trend and below that you have your consumer complete satisfaction and you can see the portion of positive actions or unfavorable responses even neutral actions and the overall responses that you have received on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na give 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 sort your tickets over here so let’s just state let’s sort them by their status and now you can see high and immediate ones will be on the top nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what type of tickets you want to see if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive below that you have your basic contact and companies so you can view those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your option tab is a basic kind of information tab which permits you to see your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Drupal 8 Freshdesk Chat

see on the right side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost 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 group channels workflow agent performance assistance operation and your general account settings over here you can see the progress or the details of a certain staff member or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what sort of development you have made what turning points that you have actually reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal 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 specific category what kind of ticket this is you can alter its status you can set its priority and you can also set what type of question it is so what type of question it is you can likewise designate a specific agent to this question so you can just add a note basically reply

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to reply 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 concern with your product i’m just going to send that and now i have replied to this customer you can also erase your actions 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 an organization that’s running this ticketing service and you have a similar type of action you need to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have basic starting with us orders and refunds details gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a question that is frequently asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different but i’m just selecting 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 responding to a client on the bottom left you can see recommended options and canned kinds so you’re going to click recommended solutions and you can see different short articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your response and send it without needing to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to e-mails so another fantastic function that freshdesk really offers is developing groups so if you click on groups in the admin area you can develop different groups for various purposes so if a problem and a ticket is related to billing you can appoint a group member so over here i have actually assigned myself in this group and that person could specify their function and make them the leader of this sort of billing ticket aside from that you can also appoint different in the group area you can also assign different tickets to different 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 consumer escalations where clients might have elevated a specific circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you people in the next video Drupal 8 Freshdesk Chat