Drupal Freshdesk Chat – Delight your customers

So we are talking about…Drupal Freshdesk Chat…you can utilize freshdesk for customer support so let’s get going to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you sign up you’re gon na get started which will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm 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 go with a pink and below that you can also alter 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 contacted by means of phone email social media chat or types and below that you can include your consumer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unsettled 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 offer you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your consumer complete satisfaction and you can see the portion of favorable responses or unfavorable responses even neutral actions and the overall reactions that you have actually received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a good little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see high and immediate 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 sort of tickets you wish to see 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 needs and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your service tab is a general kind of information tab which allows you to view 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 solutions tab and listed below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume trends so you can Drupal Freshdesk Chat

see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency support operation and your general account settings over here you can see the progress or the details of a certain employee or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what sort of progress you have actually made what milestones that you have reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to show 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its priority and you can likewise set what sort of inquiry it is so what kind of concern it is you can also designate a specific representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send that and now i have replied to this consumer you can also delete your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of response 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 categories you have actually basic getting going with us orders and refunds info gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a concern that is frequently asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the question is different however i’m just selecting this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended options and canned types so you’re going to click recommended solutions and you can see different short articles that are a pre-written answer to a customer question and you can just place that pre-written info into your action and send it without needing to

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retype the same sort of responses 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 great feature that freshdesk really supplies is creating groups so if you click groups in the admin area you can produce various groups for different purposes so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually appointed myself in this group and that individual could define their role and make them the leader of this kind of billing ticket aside from that you can also assign different in the group section you can likewise assign various 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 client escalations where customers might have raised a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you people in the next video Drupal Freshdesk Chat