Drupal Freshdesk Module – Delight your customers

So we are talking about…Drupal Freshdesk Module…you can use freshdesk for customer care so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na begin and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate 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 so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social networks chat or forms and listed below that you can add your customer support e-mail so if somebody 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 someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard 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 provide you a chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a good trend and listed below that you have your consumer satisfaction and you can see the portion of negative responses or positive responses even neutral reactions and the total responses that you have actually 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 include it over here and it’s gon na provide you a great little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see high and urgent 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 kind of tickets you want 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 view them over here you can filter them out based on your requirements and successive below that you have your basic contact and companies so you can view those whichever way that you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your option tab is a basic type of info tab which enables 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 sort of miscellaneous you will find it in your solutions tab and below the options tab you have your reports and analytics 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 assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Drupal Freshdesk Module

see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance support operation and your basic 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 communication you can also see your workflow and what kind of development you have actually made what turning points that you have reached and how much productivity each agent has you can see that from over here returning 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 particular classification what kind of ticket this is you can change its status you can set its top priority and you can also set what sort of inquiry it is so what type of question it is you can also designate a specific representative to this query so you can just add a note generally respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 respond to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually responded to this client you can likewise delete 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 a service that’s running this ticketing service and you have a comparable type of response you require to provide 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 general starting with us orders and refunds details presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see for how long will delivery take that’s a question that is typically asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various but i’m simply picking this as a sample and now i’m simply 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 kinds so you’re going to click recommended solutions and you can see different short articles that are a pre-written answer to a client concern and you can simply insert that pre-written details into your response and send it without having to

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retype the same type of responses again and again so this is a really simple formula for your agents to follow so they can quickly respond to e-mails so another excellent function that freshdesk really offers is developing groups so if you click groups in the admin area you can create different groups for various purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i’ve assigned myself in this group and that person could specify their role and make them the leader of this sort of billing ticket besides that you can also assign different in the group section you can also appoint various 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 consumer escalations where consumers might have raised a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you guys in the next video Drupal Freshdesk Module