Ecats Freshdesk – Delight your customers

So we are talking about…Ecats Freshdesk…you can utilize freshdesk for client service so let’s get going first off 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 free as soon as you register you’re gon na start 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 personalize your aid desk you can verify your email and below that you can see you can add 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 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 need to make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be contacted through phone email social networks chat or kinds and below that you can include your customer assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your group 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

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and listed below that you have your consumer fulfillment and you can see the percentage of unfavorable responses or favorable actions even neutral reactions and the overall reactions that you have gotten on the best side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a great little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange 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 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 assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your option tab is a general kind of info tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will find it in your services tab and listed below the services tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Ecats Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can view the development or the details of a certain staff member or a group member and below that you can see your different channels of communication you can also see your workflow and what type of development you have actually made what turning points that you have actually reached and just how much performance each agent has you can view that from over here returning into tickets i’m going to reveal you how you can fix 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 alter its status you can set its top priority and you can likewise set what kind of question it is so what type of concern it is you can also assign a specific representative to this question so you can simply include a note generally respond

 

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 upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually replied to this consumer you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of response you need to give to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic starting with us orders and refunds information presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will shipment take that’s a concern that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample just select this ticket obviously the concern is various but i’m just selecting this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested services 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 customer question and you can just insert that pre-written information into your reaction and send it without needing to

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retype the very same type of responses again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to emails so another great function that freshdesk really provides is developing groups so if you click on groups in the admin area you can develop various groups for various purposes so if a concern and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group and that person might define their function and make them the leader of this sort of billing ticket aside from that you can also designate different in the group section you can likewise appoint various tickets to different 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 consumer escalations where clients may have elevated a particular scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you guys in the next video Ecats Freshdesk