Freshdesk Basics – Delight your customers

So we are talking about…Freshdesk Basics…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you sign up you’re gon na start and that will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with through phone email social media chat or types and listed below that you can add your customer assistance e-mail so if somebody is going to be contacting 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 invite them over here successive over here we have our control panel our control panel shows our

 

unsolved tickets overdue 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 chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and below that you have your consumer complete satisfaction and you can see the portion of negative actions or positive responses even neutral responses and the total actions that you have actually gotten on the ideal side you’re gon na have your to-do list 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 give you a good little pointer on your basic dashboard 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 arrange them by their status and now you can see immediate and high ones will be on the top however 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 sort of tickets you wish to see if you wish 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 based on your requirements and next up listed below that you have your basic contact and companies so you can see those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your solution tab is a basic sort of info tab which enables you to see your e-mail marketing your legal requirements

Get Freshdesk Basics support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Basics

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered approximately 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 general administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the progress or the details of a particular employee or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what kind of progress you have made what milestones that you have reached and just how much efficiency each representative has you can see that from over here returning into tickets i’m going to show you how you can solve a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a specific category what type of ticket this is you can alter its status you can set its priority and you can likewise set what kind of query it is so what type of question it is you can likewise designate a particular agent to this query so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 respond to the client so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have replied to this consumer you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of action you require to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general getting started with us orders and refunds details gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various however i’m just picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned kinds so you’re going to click recommended options and you can see various posts that are a pre-written answer to a client concern and you can simply insert that pre-written details into your response and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to e-mails so another great feature that freshdesk actually provides is creating groups so if you click on groups in the admin area you can create different groups for different functions so if a ticket and a concern is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which person could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise assign different in the group section you can also designate various tickets to different groups and as soon as 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 consumer escalations where consumers may have raised a particular scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and handy and i’ll catch you people in the next video Freshdesk Basics

 

 

Freshdesk Basics – Delight your customers

So we are talking about…Freshdesk Basics…you can utilize freshdesk for customer support so let’s get going to begin with you’re gon na start 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 register you’re gon na get going which will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can validate your e-mail and listed below that you can see you can add your language whatever sort of language you desire on your website change 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 also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be called via phone e-mail social networks chat or forms and listed below that you can add your client support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite 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 listed below that they’re gon na offer you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your customer satisfaction and you can see the percentage of positive responses or unfavorable actions even neutral actions and the overall actions 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 add it over here and it’s gon na give you a great little pointer 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 urgent 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 sort of tickets you want to view if you wish to see the tickets that are designated 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 companies so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their business titles their phone numbers 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 basic type of info tab which permits you to see your e-mail marketing your legal requirements

Get Freshdesk Basics support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is sort of various you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Freshdesk Basics

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase 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 assistance operation and your general account settings over here you can view the progress or the details of a specific team member or a group member and below that you can see your different channels of communication you can also see your workflow and what type of development you have made what turning points that you have 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 fix a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a particular category what sort of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what type of concern it is you can likewise designate a specific representative to this question so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your problem 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 respond to the client so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually responded to this consumer you can also delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar type of reaction you require to provide 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 categories you have basic beginning with us orders and refunds details gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will delivery take that’s a question that is often asked you can simply release this draft and then return to ticketing i’m just gon na as a sample just choose this ticket certainly the question is different but i’m simply 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 customer on the bottom left you can see recommended options 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 consumer concern and you can just insert that pre-written info into your reaction and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily react to e-mails so another terrific function that freshdesk truly supplies is developing groups so if you click on groups in the admin area you can create different groups for different functions so if a ticket and an issue is associated with billing you can designate a group member so over here i’ve assigned myself in this group and that person might specify their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can also appoint 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 client escalations where clients might have raised a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you men in the next video Freshdesk Basics