So we are talking about…Freshdesk Compared To Zendesk…you can utilize freshdesk for customer support so let’s get started 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 totally free as quickly as you register you’re gon na get going and that will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you desire on your website change the color of your logo so as you can see i’m gon na opt for a pink and below that you can also 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 assistance channel so how you can be contacted via phone e-mail social networks chat or types and below that you can include your client assistance email so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody 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 past due 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 shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and listed below that you have your customer fulfillment and you can see the portion of unfavorable responses or favorable reactions even neutral actions and the total reactions that you have actually gotten on the best 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 offer you a good little suggestion on your basic control panel and now on the left side we’re gon na proceed 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 right 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 designated to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your service tab is a basic sort of info tab which enables you to see your email marketing your legal requirements
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your service related announcements so if there is something that is kind of miscellaneous you will find 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 sold 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 Compared To Zendesk
see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or so what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the details of a certain employee or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of development you have made what milestones that you have reached and just how much performance each agent has you can see that from over here going back into tickets i’m going to show 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 specific classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what type of query it is so what type of question it is you can likewise appoint a particular agent to this question so you can just include a note basically respond
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 include this note now i’m going to reply to the consumer 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 item i’m just going to send that and now i have replied to this client 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 e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of action you need to provide 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 basic starting with us refunds and orders information gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a concern that is frequently asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is various but i’m just choosing this as a sample and now i’m just 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 client on the bottom left you can see suggested services and canned types so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a consumer question and you can simply place that pre-written details into your action and send it without having to
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retype the same type of answers again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another excellent feature that freshdesk actually provides is creating groups so if you click on groups in the admin area you can produce various 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 have actually appointed myself in this group and that person could define their function and make them the leader of this kind of billing ticket aside from that you can also assign various in the group area you can likewise designate various 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 customer escalations where customers may have raised a particular circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you guys in the next video Freshdesk Compared To Zendesk