So we are talking about…Firefly Freshdesk…you can use freshdesk for customer service so let’s begin to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na get started and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can validate your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can likewise 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 choose your assistance channel so how you can be gotten in touch with via phone e-mail social networks chat or types and below that you can add 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 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 invite them over here next up over here we have our dashboard 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 offer you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a good trend and below that you have your consumer complete satisfaction and you can see the percentage of positive reactions or unfavorable responses even neutral responses and the total actions that you have received on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a good little tip on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see high and immediate ones will be on the top nevertheless 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 want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your option tab is a basic sort of information tab which enables you to view your e-mail marketing your legal requirements
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your service associated statements so if there is something that is kind of various you will find it in your solutions tab and below the services tab you have your reports and analytics reports are the basic general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Firefly Freshdesk
see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the increase or reduce 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 representative performance assistance operation and your general account settings over here you can view the progress or the details of a particular team member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much performance each agent has you can see that from over here going back 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 include tags you can put it in a particular category what type of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what kind of concern it is you can likewise assign a particular agent to this inquiry so you can just add a note basically respond
tto this person and now i’m going to simply tell them i will be resolving your ticket your problem 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 automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have actually responded to this customer you can likewise delete 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 an organization that’s running this ticketing service and you have a similar type of action you require to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications 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 design templates that are already offered and let’s see the length of time will delivery take that’s a question that is often asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is various 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 replying to a consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a customer concern and you can simply place that pre-written info into your action and send it without having to
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retype the exact same kind of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk actually offers is creating groups so if you click on groups in the admin section you can produce different groups for different purposes so if a concern and a ticket is associated with billing you can designate a group member so over here i’ve appointed myself in this group and that person might specify their function and make them the leader of this sort of billing ticket besides that you can likewise appoint different in the group section you can also appoint different tickets to various 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 customers may have raised a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Firefly Freshdesk