So we are talking about…Freshdesk Api Sprout…you can utilize freshdesk for customer service so let’s get going first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na begin which will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can validate your e-mail and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo design 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 ought to make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be contacted through phone e-mail social networks chat or types and listed below that you can add your consumer assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard shows 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 provide you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and below that you have your client complete satisfaction and you can see the percentage of favorable actions or unfavorable reactions even neutral responses and the total responses that you have gotten on the ideal 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 great little tip 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 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 best side you can see over here you can filter out what type of tickets you wish to see if you wish to see the tickets that are appointed 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 requirements and successive below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your service tab is a general kind of information tab which enables you to view your email marketing your legal requirements
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your service related statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the standard general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Freshdesk Api Sprout
see on the right side you have your today’s ticket inside so the number of tickets you may have sold or so 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 development or the details of a particular team member or a group member and below that you can see your different channels of communication 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 representative has you can see that from over here going back 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 specific classification what sort of ticket this is you can change its status you can set its concern and you can likewise set what type of query it is so what kind of question it is you can also designate a specific agent to this question so you can just add a note essentially reply
tto this person and now i’m going to simply 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 upgrade the status i’m going to include this note now i’m going to respond to the customer so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually replied to this customer you can also delete your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable kind of action you need to give to each of your clients 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 beginning with us refunds and orders information gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see the length of time will shipment take that’s a question that is typically 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 undoubtedly the question is various but i’m simply picking 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 consumer on the bottom left you can see recommended services and canned types so you’re going to click on recommended options and you can see various short articles that are a pre-written answer to a client concern and you can just place that pre-written information into your action and send it without needing to
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retype the exact same kind of answers again and again so this is a really simple formula for your representatives to follow so they can quickly respond to emails so another excellent feature that freshdesk really provides is developing groups so if you click on groups in the admin section you can create various groups for various functions so if an issue and a ticket is related to billing you can assign a group member so over here i’ve appointed myself in this group and that individual might specify their role and make them the leader of this type of billing ticket aside from that you can also appoint different in the group area you can likewise designate different tickets to various groups and when you’ve 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 consumers may have elevated a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you guys in the next video Freshdesk Api Sprout