So we are talking about…Freshdesk Support Australia…you can utilize freshdesk for customer service so let’s start to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na begin and that will load 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 customize your help desk you can validate your e-mail and below that you can see you can add your language whatever type of language you desire on your website alter the color of your logo design 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 also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with via phone e-mail social networks chat or forms and listed below that you can add your customer assistance email so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals 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 much better or worse it’s going to reveal you a nice trend and below that you have your customer satisfaction and you can see the percentage of favorable actions or negative reactions even neutral responses and the total actions that you have actually received on the right side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na give you a good little pointer on your basic control panel 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 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 ideal side you can see over here you can filter out what sort of tickets you want to view if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to 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 actually contacted people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your solution tab is a basic type of info tab which permits you to view 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 services tab and below the solutions tab you have your reports and analytics reports are the basic general overview 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 thorough ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Support Australia
see on the right side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can see the development or the information of a particular staff member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what type of progress you have actually made what turning points that you have reached and how much productivity each agent has you can view that from over here going back into tickets i’m going to show you how you can solve 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 also set what sort of query it is so what type of concern it is you can likewise assign a specific agent to this inquiry so you can just add a note essentially reply
tto this person and now i’m going to just 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 reply to the client so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have replied to this consumer you can likewise delete your actions within 10 seconds so if you slip up you can delete them within a few 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 response you need to give to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic getting going with us refunds and orders details 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 currently offered and let’s see how long will delivery take that’s a concern that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket obviously the concern is different however 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 responding to a client on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested options and you can see various articles that are a pre-written answer to a customer concern and you can simply place that pre-written details into your response and send it without needing to
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retype the very same sort of responses again and again so this is a very simple formula for your representatives to follow so they can quickly respond to emails so another fantastic function that freshdesk really offers is producing groups so if you click groups in the admin area you can create various groups for various purposes so if an issue and a ticket is related to billing you can appoint a group member so over here i have actually appointed myself in this group which person might specify 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 various tickets to various groups and when 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 client escalations where consumers may have raised a certain situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you people in the next video Freshdesk Support Australia