So we are talking about…Freshdesk Vs Salesforce…you can use freshdesk for customer support so let’s begin first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na begin which will pack 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 customize your assistance desk you can confirm your e-mail and listed below that you can see you can include 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 go with a pink and listed below that you can likewise change your menu color so i’m also 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 choose your support channel so how you can be contacted by means of phone email social networks chat or kinds and listed below that you can add your client support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals our
unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your consumer satisfaction and you can see the portion of positive actions or negative reactions even neutral responses and the total reactions that you have actually received on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a nice little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate ones will be on the top 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 type of tickets you wish to see if you want to see the tickets that are appointed to a specific person 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 companies so you can view those whichever way that you have called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your solution tab is a general kind 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 kind of various you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the fundamental general introduction 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 in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Vs Salesforce
see on the best side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can see the progress or the details of a specific employee or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what kind of development you have made what milestones that you have reached and just how much efficiency each agent has you can see that from over here returning into tickets i’m going to show you how you can fix 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 kind of ticket this is you can alter its status you can set its priority and you can also set what type of query it is so what type of concern it is you can likewise assign a specific representative to this query so you can simply include a note basically reply
tto this person and now i’m going to just tell them i will be fixing your ticket your issue 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 customer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually responded to this client you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of response you require to offer to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders information presents and vouchers 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 how long will shipment take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is different however i’m just selecting this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see recommended services and canned types so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a customer concern and you can simply insert that pre-written info into your response and send it without having to
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retype the very same kind of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to e-mails so another fantastic function that freshdesk really provides is developing groups so if you click on groups in the admin section you can develop different groups for different functions so if a concern and a ticket is associated with billing you can designate a group member so over here i’ve appointed myself in this group and that person could define their role and make them the leader of this sort of billing ticket aside from that you can also assign different in the group area you can also appoint 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 customers may have elevated a particular circumstance 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 handy and i’ll catch you people in the next video Freshdesk Vs Salesforce