So we are talking about…Freshdesk Automation Uppercase…you can utilize freshdesk for customer care so let’s start first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you sign up you’re gon na get started and that will fill your basic dashboard so when you’re starting 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 verify your email 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 opt for a pink and listed below that you can likewise alter your menu color so i’m likewise 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 called via phone email social networks chat or forms 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 e-mail over here and next up you can welcome somebody to your group so if you have a team that is working for you if somebody is going to be offering 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 listed below that they’re gon na give you a chart that reveals you the patterns 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 consumer satisfaction and you can see the percentage of favorable actions or negative reactions even neutral responses and the overall actions that you have gotten on the right 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 give you a good little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see high and immediate ones will be on the leading nevertheless the other ones will be on the bottom now next up on the ideal 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 appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can view those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your solution tab is a general type of info tab which enables you to view your email marketing your legal requirements
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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the services tab you have your reports and analytics reports are the basic general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Automation Uppercase
see on the best 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 below that you have your basic administrative settings your group channels workflow agent efficiency assistance operation and your general account settings over here you can view the development or the information of a certain 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 sort of development you have made what milestones that you have actually reached and just how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal 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 type 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 kind of concern it is you can likewise designate a specific representative to this query so you can just add a note basically respond
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 reply to the customer 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 item i’m simply going to send that and now i have responded to this client you can likewise erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar kind of action you require to offer 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 categories you have actually general getting started with us refunds and orders information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see the length of time will shipment take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the concern is various however i’m just selecting this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended services and canned forms so you’re going to click on recommended solutions and you can see various short articles that are a pre-written answer to a client concern and you can simply insert that pre-written information into your action and send it without needing to
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retype the very same sort of responses again and again so this is a really simple formula for your representatives to follow so they can easily react to emails so another fantastic function that freshdesk actually supplies is creating groups so if you click groups in the admin area you can create various groups for various functions so if a ticket and an issue is related to billing you can designate a group member so over here i have actually designated myself in this group and that person could define their function and make them the leader of this sort of billing ticket aside from that you can also appoint different in the group section you can also designate various tickets to various groups and once 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 customer escalations where clients might have raised a certain scenario 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 helpful and i’ll catch you guys in the next video Freshdesk Automation Uppercase