So we are talking about…Freshdesk Agent Performance…you can use freshdesk for client service so let’s start first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you register you’re gon na get started which will pack your basic dashboard so when you’re beginning 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 email and listed below that you can see you can include your language whatever sort of language you want on your website change the color of your logo 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 should make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone e-mail social media chat or forms and listed below that you can include your consumer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team 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 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 graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your client complete satisfaction and you can see the portion of negative actions or favorable reactions even neutral responses and the overall actions that you have actually received on the right side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na provide you a great little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see urgent and high ones will be on the leading however 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 type of tickets you want to view if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can view those whichever way that you have contacted people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your solution tab is a basic kind of info tab which permits you to see your email marketing your legal requirements
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your service associated announcements so if there is something that is sort of various you will find it in your solutions tab and listed below the options tab you have your analytics and reports reports are the basic general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Agent Performance
see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered 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 basic administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can view the progress or the details of a specific 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 kind of development you have made what turning points that you have actually reached and how much performance each agent has you can see 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 classification what sort of ticket this is you can alter its status you can set its concern and you can likewise set what sort of question it is so what kind of question it is you can also designate a specific representative to this query so you can simply add a note essentially reply
tto this person and now i’m going to just 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 include this note now i’m going to respond to the customer so it’s automatically 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 simply going to send that and now i have actually responded to this customer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable kind of reaction you require to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic getting started with us refunds and orders details presents and vouchers and facts 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 shipment take that’s a concern that is frequently asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is different but i’m simply 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 responding to a consumer on the bottom left you can see suggested options and canned kinds so you’re going to click recommended solutions and you can see different posts that are a pre-written answer to a customer question and you can simply insert that pre-written info into your reaction and send it without having to
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retype the very same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can easily react to emails so another excellent feature that freshdesk truly provides is producing groups so if you click on groups in the admin area you can develop various groups for different purposes so if a ticket and an issue is associated with billing you can assign a group member so over here i have actually assigned myself in this group which individual could specify their function and make them the leader of this type of billing ticket other than that you can likewise assign different in the group area you can likewise 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 consumer escalations where customers may have raised a specific scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you people in the next video Freshdesk Agent Performance