Freshdesk Employee Navigator – Delight your customers

So we are talking about…Freshdesk Employee Navigator…you can utilize freshdesk for customer service so let’s get going first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you register you’re gon na begin 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 personalize your aid desk you can validate your email and listed below that you can see you can add your language whatever sort of language you desire on your site change the color of your logo so as you can see i’m gon na choose 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 and so you can update 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 forms and listed below that you can include your consumer assistance 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 someone 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 next up over here we have our control panel our control panel reveals 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 shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and below that you have your client complete satisfaction and you can see the percentage of favorable actions or negative reactions even neutral actions and the total actions 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 order of business you’re gon na include it over here and it’s gon na provide you a good little tip 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 top however 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 sort of tickets you want to view if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their company titles their phone numbers 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 type of info tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will discover it in your options tab and below the options tab you have your analytics and reports reports are the standard general summary 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 in-depth ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Employee Navigator

see on the right side you have your today’s ticket inside so how many tickets you may have sold or so what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative performance assistance operation and your basic account settings over here you can see the development or the information of a particular team member or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what kind of development you have actually made what milestones that you have reached and how much efficiency each agent 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 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 query it is so what type of question it is you can likewise appoint a particular representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 customer so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually 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 few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of response you need to give 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 actually basic starting with us refunds and orders information 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 how long will delivery take that’s a concern that is typically asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern is different but i’m just picking this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a client concern and you can simply place that pre-written information into your response and send it without needing to

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retype the exact same type of responses again and again so this is an extremely simple formula for your agents to follow so they can easily respond to e-mails so another excellent feature that freshdesk truly provides is producing groups so if you click on groups in the admin area you can produce different groups for various functions so if a problem and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group which individual might specify their function and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group area you can also assign 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 customer escalations where consumers might have raised a particular scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll catch you people in the next video Freshdesk Employee Navigator