Eccouncil Freshdesk – Delight your customers

So we are talking about…Eccouncil Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with you’re gon na start your 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 register you’re gon na get going which will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can validate your email and listed below that you can see you can add your language whatever kind of language you want on your site 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 change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called through phone email social media chat or forms and below that you can add your client support email so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows our

 

unsettled tickets past due 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 worse it’s going to show you a nice pattern and below that you have your consumer fulfillment and you can see the portion of positive actions or negative responses even neutral responses and the overall reactions that you have actually received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include 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 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 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 assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your service tab is a general kind of information tab which allows you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the fundamental general summary of how many 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 patterns so you can Eccouncil Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately 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 basic administrative settings your team channels workflow representative performance assistance 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 interaction you can likewise view your workflow and what type of development you have made what milestones that you have actually reached and how much productivity each representative has you can view 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of question it is so what type of question it is you can likewise designate a particular representative to this inquiry so you can just include a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern 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 client so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have actually replied to this client you can also delete your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of action you need to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic getting going with us orders and refunds information gifts and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will delivery take that’s a concern that is often asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the question is various however i’m simply choosing this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended services and you can see different articles that are a pre-written answer to a client question and you can just insert that pre-written info into your action and send it without having to

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retype the same kind of responses again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another terrific feature that freshdesk actually provides is developing groups so if you click groups in the admin section you can produce various groups for different purposes so if a ticket and a problem is related to billing you can appoint a group member so over here i’ve designated myself in this group and that individual might define their role and make them the leader of this kind of billing ticket aside from that you can also designate different in the group section you can likewise assign different tickets to different groups and as soon as 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 customer escalations where clients might have raised a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you men in the next video Eccouncil Freshdesk