Freshdesk Collaboration – Delight your customers

So we are talking about…Freshdesk Collaboration…you can utilize freshdesk for customer care so let’s start first off 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 free as soon as you register you’re gon na get started and that will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can verify your e-mail and listed below that you can see you can include your language whatever type 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 also alter your menu color so i’m likewise gon na make that pink i guess or i should 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 contacted by means of phone email social networks chat or forms and below that you can add your client support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows 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 give you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and listed below that you have your client satisfaction and you can see the percentage of favorable reactions or negative actions even neutral responses and the total responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a good little tip on your basic dashboard 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 top 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 want to view if you wish to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up below that you have your basic contact and business so you can view those whichever manner in which you have contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your services tab so your solution tab is a general sort of information tab which enables you to view your e-mail marketing your legal requirements

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

your service related announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the solutions tab you have your reports and analytics reports are the standard general summary 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 in-depth ticket analysis and you can also see your ticket volume trends so you can Freshdesk Collaboration

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost 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 group channels workflow agent efficiency assistance operation and your general account settings over here you can see the progress or the details of a certain staff member or a group member and below that you can see your various channels of interaction you can also see your workflow and what type of progress you have actually made what turning points that you have actually reached and how much productivity 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 specific category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of inquiry it is so what kind of question it is you can likewise appoint a specific representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just 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 reply to the consumer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this client you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of action you need to provide to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have general beginning with us refunds and orders details presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will shipment take that’s a question that is typically asked you can simply publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different however i’m just selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see recommended solutions and canned types so you’re going to click suggested options and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written information into your action and send it without having to

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

retype the very same sort of responses again and again so this is a really simple formula for your agents to follow so they can easily respond to e-mails so another fantastic feature that freshdesk really offers is creating groups so if you click on groups in the admin area you can develop different groups for different purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i have actually assigned myself in this group which individual 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 designate different tickets to different groups and when 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 customers may have elevated a particular situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Freshdesk Collaboration

 

 

Freshdesk Collaboration – Delight your customers

So we are talking about…Freshdesk Collaboration…you can use freshdesk for client service 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 start and that will load your basic control panel 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 personalize your aid desk you can verify your email and listed below that you can see you can add your language whatever type of language you desire on your site change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and listed below that you can add your customer support e-mail 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 next up over here we have our dashboard our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a nice pattern and listed below that you have your customer fulfillment and you can see the percentage of favorable reactions or unfavorable actions even neutral reactions and the overall actions that you have actually received on the right side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a good little pointer 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 just state let’s arrange them by their status and now you can see immediate and high ones will be on the leading however 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 want to view if you want to see the tickets that are appointed 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 requirements and successive listed below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your option tab is a general type of information tab which allows you to see your e-mail marketing your legal requirements

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

your service related statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Collaboration

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can view the development or the details of a particular employee or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what type of progress you have actually made what milestones that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to reveal 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 particular classification what sort of ticket this is you can change its status you can set its concern and you can also set what type of inquiry it is so what kind of concern it is you can likewise appoint a specific representative to this query so you can simply add a note generally 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 update the status i’m going to add this note now i’m going to reply to the client so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually replied to this consumer you can likewise erase your reactions 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 company that’s running this ticketing service and you have a similar sort of reaction you need to give 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 actually general getting going with us refunds and orders info presents and coupons and truths 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 frequently asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different however i’m simply choosing this as a sample and now i’m simply going to select 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 suggested options and canned kinds so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your reaction and send it without having to

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

retype the same kind of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to emails so another great feature that freshdesk truly provides is producing groups so if you click groups in the admin area you can produce different groups for different purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve assigned myself in this group and that person might specify their function and make them the leader of this sort of billing ticket aside from that you can also assign various in the group section 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 consumer escalations where consumers might have elevated a certain situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you guys in the next video Freshdesk Collaboration