So we are talking about…Freshdesk Dispatcher…you can use freshdesk for customer care so let’s get started 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 totally free as quickly as you sign up you’re gon na begin 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 individualize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na go with a pink and below that you can also 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 update those and next you’re gon na select your support channel so how you can be contacted via phone e-mail social media chat or types and listed below that you can include your client support email so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our dashboard reveals 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 provide you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice trend and listed below that you have your client complete satisfaction and you can see the percentage of positive responses or unfavorable responses even neutral responses and the overall responses that you have actually gotten on the best side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a good little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see high and immediate 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 type of tickets you want to see if you want 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 as per your needs and successive below that you have your basic contact and business so you can view those whichever way that you have called 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 below that you have your services tab so your solution tab is a general type of information tab which permits you to view your e-mail marketing your legal requirements
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your service related announcements so if there is something that is kind of various you will discover it in your services tab and below the options tab you have your reports and analytics reports are the standard general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Freshdesk Dispatcher
see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost 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 group channels workflow representative performance assistance operation and your basic account settings over here you can see the progress or the details of a certain team member or a group member and below that you can see your different channels of communication you can also view your workflow and what kind of development you have actually made what milestones that you have reached and just how much productivity each agent 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 add tags you can put it in a particular classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of question it is so what type of question it is you can also appoint a specific representative to this question so you can just add a note generally reply
tto this person and now i’m going to just tell them i will be solving 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 customer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually responded to this client you can also delete your actions within 10 seconds so if you slip up 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 type of response you need to provide 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 going with us orders and refunds details gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will delivery take that’s a concern that is often asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket certainly the question is different but i’m simply selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned forms so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a client question and you can simply insert that pre-written info into your response and send it without needing to
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retype the exact same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to emails so another great function that freshdesk really offers is creating groups so if you click on groups in the admin section you can develop various groups for various purposes so if a ticket and a problem is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that individual could define their function and make them the leader of this sort of billing ticket other than that you can also designate different in the group section you can also designate various tickets to various 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 customers might have raised a specific situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you men in the next video Freshdesk Dispatcher