So we are talking about…Freshdesk Vs Freshchat…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you register you’re gon na begin and that will pack your basic dashboard so when you’re beginning 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 validate your email and listed below that you can see you can add your language whatever type of language you want on your site change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and listed below that you can add your client assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody 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 next up over here we have our control panel our dashboard shows 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 graph that reveals 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 listed below that you have your client satisfaction and you can see the percentage of unfavorable reactions or favorable responses even neutral reactions and the overall responses that you have actually gotten on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na offer you a good little tip 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 simply say let’s sort them by their status and now you can see immediate and high ones will be on the top nevertheless 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 wish to view if you want 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 according to your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your services tab so your option tab is a general sort of info tab which enables 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 miscellaneous you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also view your ticket volume trends so you can Freshdesk Vs Freshchat
see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance support operation and your general account settings over here you can view the development or the information of a certain employee or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have actually made what milestones that you have actually reached and how much performance each representative has you can see that from over here returning 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 priority and you can also set what kind of query it is so what type of question it is you can also assign a particular representative to this inquiry so you can just include a note essentially respond
tto this person and now i’m going to just tell them i will be resolving 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 add 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 concern with your product i’m just going to send out that and now i have actually responded to this consumer you can also delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable kind of response you require to give 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 general getting started with us refunds and orders details presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see for how long will shipment take that’s a question that is frequently asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket certainly the question is various 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 consumer on the bottom left you can see suggested options and canned types so you’re going to click on suggested options and you can see various short articles that are a pre-written answer to a customer question and you can simply insert that pre-written details into your reaction and send it without having to
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retype the same kind of responses again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic feature that freshdesk actually offers is creating groups so if you click groups in the admin section you can create various groups for various functions so if a ticket and an issue is related to billing you can appoint a group member so over here i have actually appointed myself in this group and that individual could specify their function and make them the leader of this type of billing ticket besides that you can also designate different in the group section you can also designate various tickets to various groups and when 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 consumer escalations where customers might have raised a particular scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you guys in the next video Freshdesk Vs Freshchat