So we are talking about…Excel Freshdesk Query…you can use freshdesk for customer service so let’s begin first of all 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 quickly as you sign up you’re gon na start 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 personalize your assistance desk you can verify your email and listed below that you can see you can include your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise change 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 pick your assistance channel so how you can be called by means of phone e-mail social media chat or types and listed below that you can add your customer support e-mail so if someone is going to be calling 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 selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard 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 give you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good trend and listed below that you have your client complete satisfaction and you can see the portion of favorable responses or unfavorable responses even neutral actions and the total actions that you have gotten on the right side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na offer you a nice little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your services tab so your option tab is a basic kind of info tab which allows you to see your email marketing your legal requirements
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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and below the options tab you have your analytics and reports reports are the standard general introduction 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 extensive ticket analysis and you can likewise view your ticket volume trends so you can Excel Freshdesk Query
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent productivity support operation and your general account settings over here you can view the development or the details of a particular team member or a group member and below that you can see your various channels of interaction you can also see your workflow and what type of development you have actually made what milestones that you have reached and just how much performance each representative has you can see 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 classification what type 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 kind of question it is you can also assign a specific representative to this query so you can simply add a note essentially 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 customer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have actually replied to this client you can likewise delete your responses 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 an organization that’s running this ticketing service and you have a similar kind of action you require to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general beginning with us refunds and orders details presents and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will shipment take that’s a concern that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket certainly the question is different but i’m just 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 responding to a client on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested options and you can see different short articles that are a pre-written answer to a consumer concern and you can just place that pre-written details into your reaction and send it without needing to
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retype the exact same kind of responses again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another excellent feature that freshdesk actually supplies is creating groups so if you click groups in the admin area you can produce different groups for various purposes so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually assigned myself in this group and that individual could define their role and make them the leader of this type of billing ticket other than that you can likewise designate various in the group area you can likewise 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 customer escalations where clients might have elevated a certain scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and helpful and i’ll catch you guys in the next video Excel Freshdesk Query