So we are talking about…Freshdesk App For Freshservice…you can utilize freshdesk for customer service so let’s get going to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you register you’re gon na start and that will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can validate 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 design so as you can see i’m gon na opt for 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 must make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with via phone email social networks chat or kinds and listed below that you can include 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 invite somebody 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 invite them over here successive over here we have our control panel our dashboard reveals our
unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your client complete satisfaction and you can see the portion of unfavorable responses or favorable actions even neutral responses and the overall reactions that you have received on the ideal 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 include it over here and it’s gon na provide you a nice little reminder on your basic control panel and now on the left side we’re gon na carry 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 high and immediate ones will be on the top 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 kind of tickets you wish to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a basic sort of information tab which permits you to view your e-mail 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 services tab and below the solutions tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk App For Freshservice
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can view the development or the information of a specific staff member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what type of development you have made what milestones that you have reached and just how much efficiency each representative has you can see that from over here going back into tickets i’m going to show you how you can resolve 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 specific category what kind of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what type of concern it is you can likewise assign a specific agent to this question so you can simply include a note essentially reply
tto this person and now i’m going to just tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to reply to the consumer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have responded to this customer you can also erase your reactions 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 an organization that’s running this ticketing service and you have a comparable sort of action you need to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general beginning with us orders and refunds details gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will shipment take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various however i’m simply selecting this as a sample and now i’m simply 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 solutions and canned forms so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your reaction and send it without having to
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retype the same type of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly react to e-mails so another terrific function that freshdesk truly provides is creating groups so if you click on groups in the admin section you can produce different groups for different functions so if a ticket and an issue is associated with billing you can assign a group member so over here i have actually appointed 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 also appoint different in the group section you can likewise appoint different tickets to different groups and once 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 might have raised a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you guys in the next video Freshdesk App For Freshservice