Freshdesk User Guide – Delight your customers

So we are talking about…Freshdesk User Guide…you can utilize freshdesk for customer support so let’s get started first off 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 complimentary as soon as you register you’re gon na get started which will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can verify your email and below that you can see you can include your language whatever sort of language you desire on your site alter 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 need to make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social networks chat or kinds and below that you can include your consumer assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite 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 welcome them over here next up over here we have our control panel our control panel reveals our

 

unsolved tickets overdue 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 trends so if the tickets are selling out better or even worse it’s going to show you a nice pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of unfavorable actions or favorable responses even neutral responses and the total actions that you have received on the right side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na move 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 urgent ones will be on the top 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 view if you wish to see the tickets that are appointed 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 requirements and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your options tab so your service tab is a general sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of various you will discover it in your options tab and below the services tab you have your reports and analytics reports are the fundamental general summary 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 in-depth ticket analysis and you can also see your ticket volume trends so you can Freshdesk User Guide

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold approximately what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your basic account settings over here you can see the development or the information of a specific team member or a group member and below that you can see your different channels of interaction you can also view your workflow and what kind of development you have actually made what milestones that you have reached and just how much efficiency each agent has you can view that from over here going back into tickets i’m going to reveal 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 particular classification what sort of ticket this is you can alter its status you can set its priority and you can also set what sort of query it is so what type of concern it is you can also assign a particular agent to this query so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your concern 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 consumer so it’s automatically going to key in 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 that and now i have actually responded to this client you can also delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar sort of action you need to offer 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 classifications you have actually basic getting going with us orders and refunds info gifts and vouchers and facts and questions 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 shipment take that’s a question that is typically asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various however i’m simply picking this as a sample and now i’m just 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 customer on the bottom left you can see recommended services and canned types so you’re going to click suggested services and you can see different articles that are a pre-written answer to a consumer concern and you can just place that pre-written information into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same sort of answers again and again so this is a really easy formula for your agents to follow so they can easily respond to e-mails so another great function that freshdesk truly offers is producing groups so if you click groups in the admin section you can produce various groups for various functions so if a ticket and an issue is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that person might specify their function and make them the leader of this kind of billing ticket other than that you can also appoint various in the group section you can likewise appoint various tickets to various groups and as soon as 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 customer escalations where consumers may have elevated a specific situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you people in the next video Freshdesk User Guide

 

 

Freshdesk User Guide – Delight your customers

So we are talking about…Freshdesk User Guide…you can utilize freshdesk for customer service so let’s begin first of all you’re gon na start your 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 started which will fill 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 individualize your assistance desk you can validate your email and below that you can see you can include your language whatever sort of language you want on your site change 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 change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be called by means of phone e-mail social media chat or kinds and listed below that you can add your customer assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team 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 successive over here we have our control panel 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 provide you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a good pattern and below that you have your client complete satisfaction and you can see the portion of positive actions or negative actions even neutral actions and the overall responses that you have actually received on the ideal side you’re gon na have your order of business so something that you need 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 reminder 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 sort them by their status and now you can see high and urgent ones will be on the leading nevertheless 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 sort 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 view them over here you can filter them out according to your needs and next up below that you have your basic contact and business so you can view those whichever way that you have contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your option tab is a general type of info tab which enables you to see your e-mail marketing your legal requirements

Get Freshdesk User Guide support, customer, ticket, software, zendesk,

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 solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume trends so you can Freshdesk User Guide

see on the right 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 getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can see the progress or the information of a particular employee or a group member and listed 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 milestones that you have actually reached and just how much efficiency 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 category what type of ticket this is you can alter its status you can set its concern and you can likewise set what sort of inquiry it is so what kind of question it is you can also assign a specific representative to this inquiry so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your concern 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 instantly going to enter hi matt rogers that’s the client 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 responded to this consumer you can likewise erase your responses within 10 seconds so if you make a mistake 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 comparable type of response you need to offer 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 started with us orders and refunds info presents and vouchers 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 for how long will delivery take that’s a concern that is typically asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket certainly the concern is various but i’m simply selecting 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 consumer on the bottom left you can see suggested solutions and canned forms so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a client question and you can simply place that pre-written info into your action and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to e-mails so another great function that freshdesk really offers is developing groups so if you click on groups in the admin section you can create various groups for different purposes so if a ticket and a problem is connected to billing you can appoint a group member so over here i’ve appointed myself in this group and that person might specify their role and make them the leader of this sort of billing ticket aside from that you can likewise designate different in the group area you can likewise designate 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 specific situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you guys in the next video Freshdesk User Guide