So we are talking about…Freshdesk India…you can utilize freshdesk for client service so let’s get started 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 get started and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can verify your email and listed below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise 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 upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone email social media chat or forms 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 someone 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 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 give you a chart that shows you the trends so if the tickets are selling out better or even 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 responses or negative actions even neutral responses and the total actions that you have gotten on the ideal 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 nice little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and urgent 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 view if you wish to see the tickets that are assigned 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 successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your options tab so your service tab is a general sort of info tab which enables you to see your e-mail marketing your legal requirements
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your service related statements so if there is something that is type of miscellaneous you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk India
see on the right side you have your today’s ticket inside so the number of tickets you may 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 team channels workflow agent efficiency assistance operation and your general account settings over here you can see the development or the information of a specific staff member or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what kind of progress you have made what turning points that you have actually reached and how much performance each agent has you can view that from over here returning 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 include tags you can put it in a specific category what type of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what type of question it is you can also assign a particular agent to this query so you can just include a note essentially respond
tto this person and now i’m going to just 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 upgrade the status i’m going to add 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 issue with your item i’m just going to send that and now i have actually replied to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar kind of response you require to provide to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general beginning with us orders and refunds info presents and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will shipment take that’s a concern that is typically asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is various however i’m simply picking this as a sample and now i’m just going to select 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 suggested options and canned kinds so you’re going to click recommended options and you can see different short articles that are a pre-written answer to a client concern and you can simply insert that pre-written details into your reaction and send it without having to
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retype the exact same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another great function that freshdesk actually provides is producing groups so if you click on groups in the admin section you can develop different groups for various functions so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this type of billing ticket other than that you can likewise designate different in the group section you can also designate different tickets to various 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 raised a certain situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and handy and i’ll capture you men in the next video Freshdesk India