Freshdesk Advanced Search Custom Fields – Delight your customers

So we are talking about…Freshdesk Advanced Search Custom Fields…you can utilize freshdesk for customer care so let’s begin first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na begin and that will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever type of language you want on your site 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 need to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be called through phone email social networks chat or types and below that you can include 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 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 invite them over here successive over here we have our control panel our control panel reveals our

 

unsolved 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 give you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and listed below that you have your consumer satisfaction and you can see the percentage of positive reactions or negative responses even neutral actions and the total responses that you have actually gotten on the right 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 great little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate and high ones will be on the top 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 kind of tickets you want to see if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive below that you have your basic contact and business so you can view those whichever manner in which you have actually called people you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your services tab so your option tab is a basic kind of information 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 options tab and below the services tab you have your reports and analytics reports are the standard general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Advanced Search Custom Fields

see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed 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 progress or the details of a specific employee or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what sort of progress you have actually made what milestones that you have actually reached and how much efficiency each representative 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 add tags you can put it in a specific classification what sort of ticket this is you can alter its status you can set its priority and you can also set what type of question it is so what type of question it is you can likewise appoint a specific representative to this question so you can simply include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be solving 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 add this note now i’m going to reply to the consumer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send that and now i have replied to this client you can also delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar sort of action you require to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general starting with us refunds and orders info gifts and vouchers and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will delivery take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is various but i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned forms so you’re going to click on suggested services and you can see different posts that are a pre-written answer to a client question and you can just insert that pre-written info into your reaction and send it without needing to

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retype the very same type of answers again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another excellent feature that freshdesk really supplies is developing groups so if you click on groups in the admin section you can produce various groups for various functions so if an issue and a ticket is associated with billing you can designate a group member so over here i have actually designated myself in this group and that individual might define their function and make them the leader of this kind of billing ticket other than that you can likewise appoint different in the group section you can also designate various 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 may have raised a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you people in the next video Freshdesk Advanced Search Custom Fields