So we are talking about…Freshdesk Link…you can utilize freshdesk for customer support so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na get started 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 individualize your aid desk you can verify your email and listed below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m also 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 pick your assistance channel so how you can be contacted via phone email social media chat or kinds 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 somebody 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 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 patterns so if the tickets are selling out better or even worse it’s going to reveal you a great trend and listed below that you have your consumer fulfillment and you can see the percentage of positive actions or negative reactions even neutral reactions and the total reactions that you have actually received on the ideal 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 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 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 urgent and high ones will be on the leading nevertheless 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 designated 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 requirements and next up listed below that you have your basic contact and business so you can view those whichever way that you have called people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your option tab is a basic type of info tab which allows you to see your email 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 options tab and below the services tab you have your reports and analytics reports are the standard general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can Freshdesk Link
see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can see the progress or the information of a certain team member or a group member and below that you can see your various 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 how much efficiency each agent has you can see that from over here returning 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 include tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its priority and you can likewise set what kind of inquiry it is so what type of question it is you can likewise appoint a specific representative to this question so you can just include a note basically reply
tto this person and now i’m going to just 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 reply to the customer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send out that and now i have replied to this consumer you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of reaction you need to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have general starting with us refunds and orders details presents and coupons and realities and concerns 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 for how long will delivery take that’s a question that is often asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the question is various 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 replying to a client on the bottom left you can see recommended options and canned types so you’re going to click suggested services and you can see various short articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your reaction and send it without needing to
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retype the exact same sort of responses again and again so this is a really easy formula for your representatives to follow so they can easily respond to emails so another excellent feature that freshdesk truly supplies is creating groups so if you click groups in the admin area you can develop various groups for various functions so if a ticket and a problem is related to billing you can assign a group member so over here i’ve designated myself in this group which person could define their function and make them the leader of this type of billing ticket other than that you can likewise designate different in the group area you can also appoint different 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 clients might have elevated a certain scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you men in the next video Freshdesk Link