So we are talking about…Evialearning.Freshdesk.Com…you can utilize freshdesk for customer care so let’s get going to begin with you’re gon na start your complimentary 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 start which will pack 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 verify your email and listed below that you can see you can include your language whatever type of language you desire on your site change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be called by means of phone e-mail social networks chat or forms and below that you can include your consumer support email so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your group 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 dashboard our dashboard shows our
unsettled tickets past due 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 graph that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your client fulfillment and you can see the percentage of favorable responses or negative actions even neutral reactions and the total actions that you have gotten on the right side you’re gon na have your to-do list 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 good little reminder 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 sort them by their status and now you can see urgent and high 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 wish to view if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your services tab so your service tab is a basic type of info tab which permits you to see your email marketing your legal requirements
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your service related announcements so if there is something that is sort of various you will discover it in your services tab and below the options tab you have your reports and analytics reports are the fundamental general overview 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 trends so you can Evialearning.Freshdesk.Com
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 getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity assistance 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 view your workflow and what sort of progress you have made what turning points that you have reached and how much performance each agent has you can view that from over here going back into tickets i’m going to show 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 include tags you can put it in a specific category 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 kind of question it is you can likewise assign a specific representative to this question so you can just add a note generally reply
tto this person and now i’m going to simply tell them i will be fixing your ticket your issue now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to include this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send out that and now i have replied to this consumer you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you require to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic beginning with us orders and refunds information gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery take that’s a question that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket obviously the question is different but i’m just choosing this as a sample and now i’m just 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 recommended solutions and canned forms so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your reaction and send it without having to
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retype the exact same sort of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond to e-mails so another terrific feature that freshdesk truly provides is creating groups so if you click groups in the admin area you can develop various groups for different functions so if a ticket and a problem is related to billing you can appoint a group member so over here i’ve assigned myself in this group and that individual could specify their role and make them the leader of this type of billing ticket other than that you can likewise assign various in the group area you can also designate different tickets to various 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 clients might have elevated a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you guys in the next video Evialearning.Freshdesk.Com