So we are talking about…Freshdesk Tiers…you can use freshdesk for customer support so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na start and that will fill your basic control panel 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 individualize your help desk you can confirm your email and below that you can see you can add your language whatever kind of language you desire on your site change the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also 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 choose your support channel so how you can be contacted via phone email social networks chat or types and below that you can include your customer support e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up 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 below that they’re gon na give you a graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your customer satisfaction and you can see the portion of unfavorable responses or favorable actions even neutral actions and the total responses that you have actually received on the best side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na offer you a nice little suggestion on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just say let’s arrange 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 best side you can see over here you can filter out what kind of tickets you wish to see if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your service tab is a basic sort of info tab which allows you to view your e-mail marketing your legal requirements
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your service related announcements so if there is something that is kind of various you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume trends so you can Freshdesk Tiers
see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can see the progress or the details of a specific staff member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what type of progress you have actually made what turning points that you have reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its top priority and you can likewise set what type of query it is so what type of concern it is you can also assign a particular agent to this question so you can simply include a note essentially respond
tto this person and now i’m going to just tell them i will be resolving 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 include this note now i’m going to respond to the consumer so it’s immediately going to enter 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 out that and now i have responded to this consumer you can also delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of reaction you require to give to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic beginning with us orders and refunds info gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is different but i’m just picking 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 consumer on the bottom left you can see suggested solutions and canned forms so you’re going to click on suggested options and you can see various short articles that are a pre-written answer to a client concern and you can simply insert that pre-written info into your reaction and send it without having to
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retype the exact same sort of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly react to e-mails so another excellent function that freshdesk truly offers is producing groups so if you click on groups in the admin section you can produce various groups for different functions so if a concern and a ticket is connected to billing you can designate a group member so over here i’ve assigned myself in this group which individual could define their role and make them the leader of this kind of billing ticket besides that you can also assign different in the group section you can likewise assign various 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 elevated a particular situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll capture you people in the next video Freshdesk Tiers