Eaconomy Freshdesk – Delight your customers

So we are talking about…Eaconomy Freshdesk…you can utilize freshdesk for customer service so let’s get started to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you register you’re gon na get going and that will load your basic control panel 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 help desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you desire 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 also gon na make that pink i guess or i must 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 media chat or types and below that you can include your customer 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 someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard 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 reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a good trend and listed below that you have your customer fulfillment and you can see the percentage of positive reactions or unfavorable reactions even neutral actions and the total responses that you have actually gotten on the right side you’re gon na have your order of business so something that you require to add 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 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 simply state let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 sort of tickets you wish to see if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view 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 view those whichever manner in which you have called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your option tab is a general type of info tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your solutions tab and below the solutions tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Eaconomy Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost 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 agent efficiency support operation and your basic account settings over here you can see the development or the information of a particular team member or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of progress you have actually made what milestones that you have reached and just how much efficiency each agent has you can view that from over here going back 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 particular category what sort of ticket this is you can change its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can also assign a particular representative to this inquiry so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually responded to this client you can likewise delete 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 a service that’s running this ticketing service and you have a similar type of response you need to provide to each of your clients 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 refunds and orders info gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is various however i’m simply picking this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see suggested options and canned kinds so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your response and send it without having to

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retype the exact same sort of responses again and again so this is a really simple formula for your representatives to follow so they can easily respond to e-mails so another terrific function that freshdesk truly provides is creating groups so if you click groups in the admin area you can produce various groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group which person could specify their role and make them the leader of this kind of billing ticket besides that you can likewise assign different in the group area you can likewise designate different tickets to different groups and when you have actually 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 may have elevated a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you people in the next video Eaconomy Freshdesk