So we are talking about…Freshdesk Owner…you can utilize freshdesk for customer support so let’s get going to begin with 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 register you’re gon na get going which will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can confirm your e-mail and listed below that you can see you can include your language whatever type 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 also alter your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be gotten in touch with via phone email social networks chat or kinds and listed below that you can include your customer assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team 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 successive over here we have our dashboard our control panel shows 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 provide you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and below that you have your customer fulfillment and you can see the portion of positive reactions or unfavorable reactions even neutral reactions and the total responses that you have actually gotten on the best side you’re gon na have your order of business so something that you require 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 pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply 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 ideal side you can see over here you can filter out what type of tickets you want to view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and companies so you can view those whichever way that you have actually called people you can see their email addresses uh their company titles their contact number 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 information tab which enables you to view your e-mail marketing your legal requirements
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your service associated statements so if there is something that is sort of various you will discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Owner
see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your general account settings over here you can view the progress or the information of a particular staff member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what sort of development you have actually made what milestones that you have reached and just how much productivity each agent has you can see that from over here going back into tickets i’m going to show you how you can deal with 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 kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of question it is so what kind of question it is you can likewise assign a particular agent to this question so you can just add a note basically respond
tto this person and now i’m going to just tell them i will be fixing 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 add this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually replied to this customer you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar type of reaction you require to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic starting with us orders and refunds information gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will shipment take that’s a concern that is typically asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is different however i’m simply choosing this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended services and canned forms so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a client question and you can just place that pre-written information into your reaction and send it without having to
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retype the same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another excellent function that freshdesk really offers is creating groups so if you click on groups in the admin area you can develop various groups for various 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 which person might specify their role and make them the leader of this sort of billing ticket aside from that you can also designate different in the group section you can also appoint different tickets to various groups and once 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 customers may have raised a certain situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and practical and i’ll capture you guys in the next video Freshdesk Owner