Freshdesk Private Article – Delight your customers

So we are talking about…Freshdesk Private Article…you can use freshdesk for customer care 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 complimentary as quickly as you register you’re gon na get going and that will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can confirm your email and below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo design 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 should make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be called via phone e-mail social media chat or types and listed below that you can add your client support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite 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 welcome them over here successive over here we have our control panel 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 graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and listed below that you have your customer satisfaction and you can see the percentage of favorable reactions or negative responses even neutral reactions and the total responses that you have gotten on the best 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 add it over here and it’s gon na provide you a nice little tip on your basic dashboard 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 state let’s sort them by their status and now you can see high and urgent 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 see if you want to see the tickets that are designated 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 listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of information tab which permits you to view your email marketing your legal requirements

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your service associated statements so if there is something that is type of various you will find it in your services tab and listed below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Private Article

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can see the progress or the information of a particular team member or a group member and below that you can see your various channels of interaction you can also view your workflow and what type of progress you have made what turning points that you have reached and how much performance each representative has you can view 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 particular 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 query it is so what kind of question it is you can likewise appoint a particular representative to this question so you can simply include a note essentially respond

 

tto this person and now i’m going to simply 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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually responded to this consumer you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable kind of response you need 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 getting started with us orders and refunds info gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will delivery take that’s a concern that is frequently asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket obviously the question is different but i’m just choosing 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 replying to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a customer question and you can simply place that pre-written details into your action and send it without needing to

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retype the same kind of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly react to emails so another excellent feature that freshdesk truly offers 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 associated with billing you can appoint a group member so over here i’ve designated myself in this group which person might define their role and make them the leader of this kind of billing ticket aside from that you can also designate various in the group section you can also appoint different tickets to different groups and when 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 client escalations where clients may have raised a particular circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you people in the next video Freshdesk Private Article