So we are talking about…Freshdesk Vs Servicedesk Plus…you can use freshdesk for customer support so let’s get going first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you register you’re gon na get going which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your email and below that you can see you can add your language whatever sort 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 below that you can likewise 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 upgrade those and next you’re gon na select your support channel so how you can be called by means of phone e-mail social networks chat or forms and listed below that you can include your consumer assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our
unsolved 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and listed below that you have your customer fulfillment and you can see the percentage of negative actions or favorable actions even neutral responses and the total 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 contribute to your to-do list you’re gon na add it over here and it’s gon na provide 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 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 right 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 designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your service tab is a general sort of info tab which permits you to view your email marketing your legal requirements
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your service associated 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 basic general summary 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 likewise view your ticket volume trends so you can Freshdesk Vs Servicedesk Plus
see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative performance support operation and your general account settings over here you can see the progress or the details of a particular employee or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what sort of development you have actually made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here going back 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 add tags you can put it in a particular classification what type of ticket this is you can alter its status you can set its concern and you can also set what type of query it is so what kind of concern it is you can also appoint a specific agent to this question so you can just include a note basically respond
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 update the status i’m going to include this note now i’m going to respond to the customer so it’s automatically going to type in 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 that and now i have responded to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can delete 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 sort of action you need to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have general beginning with us refunds and orders info presents and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently 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 after that go back to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is various but i’m just choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended solutions and canned types so you’re going to click suggested options and you can see different posts that are a pre-written answer to a client concern and you can simply place that pre-written information into your reaction and send it without having to
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retype the very same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly react to e-mails so another excellent feature that freshdesk really supplies is producing 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 assign a group member so over here i’ve designated myself in this group which person might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise appoint different in the group section you can also designate different tickets to various groups and as soon as 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 client escalations where customers may have raised a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you people in the next video Freshdesk Vs Servicedesk Plus