So we are talking about…Freshdesk App Dev…you can use freshdesk for customer support so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na begin and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can confirm your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na choose 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 therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted by means of phone e-mail social networks chat or types and listed below that you can add your client support email so if someone is going to be calling you you can set that email 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 welcome them over here successive over here we have our dashboard our dashboard reveals our
unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a good pattern and below that you have your consumer complete satisfaction and you can see the portion of positive reactions or unfavorable responses even neutral reactions and the overall actions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na give you a nice little tip on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see immediate and high ones will be on the leading nevertheless 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 sort of tickets you want to view if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your service tab is a general kind of details tab which permits you to view your email marketing your legal requirements
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your service associated announcements so if there is something that is type of miscellaneous you will find it in your solutions tab and listed below the options tab you have your reports and analytics reports are the basic general overview of the number of 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 also see your ticket volume patterns so you can Freshdesk App Dev
see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can view the development or the information of a particular staff member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what kind of progress you have made what milestones that you have actually reached and just how much productivity each agent has you can see that from over here returning into tickets i’m going to show 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 kind of ticket this is you can change its status you can set its concern and you can likewise set what sort of query it is so what kind of concern it is you can also appoint a specific agent to this query so you can simply include a note essentially respond
tto this person and now i’m going to simply tell them i will be fixing 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 include this note now i’m going to reply to the client so it’s automatically going to type in 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 responded to this consumer you can likewise delete your actions within 10 seconds so if you make a mistake you can erase 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 similar type of response you require to provide to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting started with us refunds and orders info gifts and vouchers and facts 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 for how long will delivery take that’s a concern that is typically asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket obviously the question is various however i’m simply picking this as a sample and now i’m simply going to pick 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 recommended services and canned kinds so you’re going to click on suggested options and you can see various short articles that are a pre-written answer to a customer question and you can simply insert that pre-written info into your response and send it without needing to
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retype the very same sort of answers again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another excellent function that freshdesk really supplies is producing groups so if you click on groups in the admin section you can create different groups for various purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i have actually appointed myself in this group and that person could specify their role and make them the leader of this kind of billing ticket other than that you can also designate various in the group area you can also designate various tickets to various groups and as soon as 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 client 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 men found this easy to understand and practical and i’ll capture you guys in the next video Freshdesk App Dev