So we are talking about…Freshdesk Survey…you can use freshdesk for customer service so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na start and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your website change the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also change 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 choose your support channel so how you can be called via phone email social media chat or kinds and listed below that you can include your customer support e-mail so if somebody is going to be contacting you you can set that email over here and next up you can welcome someone to your team 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 successive over here we have our dashboard our control panel reveals our
unsettled tickets past due 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 better or even worse it’s going to reveal you a great trend and below that you have your consumer fulfillment and you can see the portion of negative reactions or positive actions 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 order of business you’re gon na add it over here and it’s gon na offer you a good little suggestion 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 say let’s arrange 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 right 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 assigned to a specific individual 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 companies so you can view those whichever manner in which you have called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your service tab is a general sort of details tab which allows you to see 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 discover it in your options tab and listed below the services tab you have your reports and analytics reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Survey
see on the right side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost 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 agent productivity support operation and your general account settings over here you can see the progress or the details of a particular staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what kind of progress you have made what milestones that you have reached and just how much productivity 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 type of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of question it is you can also appoint a particular agent to this query so you can just include a note generally 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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s immediately 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 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 erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar kind of action you need to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic starting with us orders and refunds information gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will shipment take that’s a question that is typically asked you can just release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is different however i’m just picking this as a sample and now i’m simply 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 suggested services and canned forms so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a consumer concern and you can simply place that pre-written information into your reaction and send it without needing to
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retype the same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to emails so another great feature that freshdesk truly offers is creating groups so if you click on groups in the admin section you can create various groups for various purposes so if an issue and a ticket is associated with billing you can designate a group member so over here i’ve designated myself in this group and that person might define their function and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group section you can also 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 might have raised a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll capture you guys in the next video Freshdesk Survey