So we are talking about…Freshdesk Reports…you can utilize freshdesk for customer service so let’s get started to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na begin and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m also 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 select your support channel so how you can be called via phone e-mail social media chat or kinds and listed below that you can include your consumer support e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite someone 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 next up over here we have our dashboard our control panel reveals our
unsettled 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 patterns so if the tickets are selling out better or worse it’s going to show you a nice pattern and listed below that you have your consumer satisfaction and you can see the portion of negative reactions or positive responses even neutral actions and the overall responses that you have 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 add it over here and it’s gon na provide you a good little pointer on your basic control panel 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 arrange 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 kind of tickets you want to see if you wish 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 based on your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have actually gotten in touch with people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your service tab is a basic sort of details tab which permits you to view your e-mail marketing your legal requirements
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your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the options tab you have your reports and analytics reports are the standard general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Reports
see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can view the development or the information of a specific team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have actually made what milestones that you have reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific classification what sort of ticket this is you can change its status you can set its concern and you can likewise set what sort of query it is so what type of concern it is you can likewise assign a particular representative to this inquiry so you can simply include a note generally reply
tto this person and now i’m going to simply tell them i will be resolving 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 include 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 consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have responded to this client you can also delete your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable kind of response you need to provide to each of your clients again and again you’re going to go into the services tab and over here you can see there is the categories you have general beginning with us refunds and orders information gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a concern that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is different but i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended options and canned forms so you’re going to click on suggested solutions and you can see different articles that are a pre-written answer to a consumer question and you can just insert that pre-written info into your action and send it without having to
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retype the exact same kind of responses again and again so this is a very simple formula for your representatives to follow so they can easily respond to emails so another terrific function that freshdesk really provides is producing groups so if you click groups in the admin area you can create various groups for different functions so if a ticket and an issue is associated with billing you can appoint a group member so over here i have actually appointed myself in this group and that individual might specify their function and make them the leader of this sort of billing ticket other than that you can also appoint various in the group area you can likewise appoint different tickets to various groups and once 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 customer escalations where consumers may have elevated a certain situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll capture you guys in the next video Freshdesk Reports