So we are talking about…Freshdesk Automations…you can utilize freshdesk for customer support 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 sign up for complimentary as soon as you sign up you’re gon na begin and that will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can confirm your email and below that you can see you can add your language whatever sort of language you want on your site change the color of your logo design so as you can see i’m gon na go with 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 need to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be called by means of phone e-mail social networks chat or kinds and listed below that you can include your client 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 team so if you have a group 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 control panel our control panel shows our
unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and below that you have your client satisfaction and you can see the portion of positive reactions or unfavorable actions even neutral actions and the total responses that you have gotten on the best 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 add it over here and it’s gon na offer you a great little tip on your basic dashboard 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 say 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 best side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have contacted individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your solution tab is a general kind of information tab which allows 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 various you will find it in your solutions tab and below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may 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 view your ticket volume patterns so you can Freshdesk Automations
see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative performance 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 different channels of communication you can also view your workflow and what type of progress you have actually made what milestones that you have reached and just how much productivity each representative 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 specific category what type of ticket this is you can alter its status you can set its top priority and you can also set what type of query it is so what kind of concern it is you can likewise assign a specific representative to this query so you can simply add a note essentially reply
tto this person and now i’m going to simply tell them i will be solving 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 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 problem with your item i’m just going to send that and now i have actually replied to this consumer you can also 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 business that’s running this ticketing service and you have a comparable sort of reaction you need to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general beginning with us orders and refunds information gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is various however i’m just choosing this as a sample and now i’m simply 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 client on the bottom left you can see recommended solutions and canned forms so you’re going to click on recommended services and you can see different posts that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your reaction and send it without having to
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retype the exact same type of answers again and again so this is a really easy formula for your representatives to follow so they can easily respond to e-mails so another great feature that freshdesk really provides is creating groups so if you click on groups in the admin area you can produce various groups for different functions so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually assigned myself in this group and that person could define their role and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group section you can likewise assign various tickets to different 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 customer escalations where customers may have elevated a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and valuable and i’ll catch you men in the next video Freshdesk Automations