Drupal Freshdesk Forms – Delight your customers

So we are talking about…Drupal Freshdesk Forms…you can use freshdesk for customer support so let’s begin to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you sign up you’re gon na begin and that 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 validate your email and listed below that you can see you can include your language whatever sort of language you desire on your website change the color of your logo design so as you can see i’m gon na choose 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 should make that black yeah therefore you can update those and next you’re gon na select 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 add your client support e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite somebody to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and listed below that you have your client complete satisfaction and you can see the percentage of favorable reactions or unfavorable responses even neutral actions and the total reactions that you have received on the ideal side you’re gon na have your order of business 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 offer you a great little suggestion 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 say let’s arrange them by their status and now you can see immediate and high ones will be on the leading nevertheless 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 kind of tickets you wish to view if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive below that you have your basic contact and business 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 business titles their telephone number 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 information tab which enables you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Drupal Freshdesk Forms

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 boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and 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 see the progress or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what kind of progress you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can see that from over here returning 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 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 priority and you can likewise set what sort of inquiry it is so what kind of concern it is you can likewise appoint a specific agent to this inquiry so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete 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 type of action you require to offer 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 general getting started with us orders and refunds info gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will delivery take that’s a concern that is frequently asked you can just 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 however i’m simply picking this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested solutions and canned kinds so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a consumer 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 responses again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another excellent feature that freshdesk really provides is developing groups so if you click on groups in the admin area you can create various groups for various purposes so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group and that person might define their function and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group area you can also designate various tickets to various 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 customer escalations where customers may have elevated a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you guys in the next video Drupal Freshdesk Forms