So we are talking about…Freshdesk App Documentation…you can use freshdesk for customer care so let’s start 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 free as quickly as you sign up you’re gon na start which will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can validate your email and below that you can see you can add your language whatever type of language you want on your website alter the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with by means of phone email social networks chat or kinds and listed below that you can include your consumer support e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel reveals our
unsolved 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 graph that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your consumer satisfaction and you can see the percentage of positive reactions or negative actions even neutral reactions and the total reactions that you have actually received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a nice 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 just say let’s sort them by their status and now you can see high and urgent ones will be on the leading 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 wish to view if you wish to see the tickets that are assigned 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 needs and successive listed 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 phone numbers 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 general sort of details tab which enables you to see your e-mail marketing your legal requirements
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your service related announcements so if there is something that is sort 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 summary of how many tickets you might 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 likewise see your ticket volume patterns so you can Freshdesk App Documentation
see on the right side you have your today’s ticket inside so how many tickets you might have offered or so what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can see the development or the details of a particular employee or a group member and below that you can see your various channels of communication you can likewise view your workflow and what type of progress you have made what turning points that you have reached and how much performance each agent has you can see that from over here going back 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 top priority and you can likewise set what sort of inquiry it is so what kind of concern it is you can also assign a specific representative to this question so you can simply include a note essentially respond
tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 respond to the client so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually replied to this consumer you can also delete your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable sort of reaction you require to provide 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 general getting going with us orders and refunds info gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will shipment take that’s a concern that is frequently asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket clearly the question is various however i’m simply selecting 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 client on the bottom left you can see suggested solutions and canned forms so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without needing to
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retype the exact same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to e-mails so another terrific function that freshdesk actually supplies is creating groups so if you click groups in the admin area you can develop different groups for different purposes so if a ticket and a concern is related to billing you can assign a group member so over here i have actually appointed myself in this group which person could specify their role and make them the leader of this kind of billing ticket aside from that you can also assign various in the group section you can also designate various 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 customers may have elevated a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you people in the next video Freshdesk App Documentation