So we are talking about…Freshdesk Vs Servicenow…you can use freshdesk for customer service so let’s begin to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na get started and that will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can validate your email and below that you can see you can add your language whatever type of language you desire on your site change the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be called through phone email social networks chat or kinds and listed below that you can include your customer assistance email so if somebody is going to be calling you you can set that email 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 welcome them over here successive over here we have our dashboard our control panel reveals our
unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice trend and below that you have your consumer complete satisfaction and you can see the portion of positive actions or negative actions even neutral responses and the total actions that you have gotten on the right 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 provide you a great little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply 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 best side you can see over here you can filter out what kind of tickets you want to see if you wish to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs 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 business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your option tab is a general kind of details tab which allows you to see your email marketing your legal requirements
Get Freshdesk Vs Servicenow support, customer, ticket, software, zendesk,
your service related statements so if there is something that is type of miscellaneous you will discover it in your services tab and listed below the services tab you have your reports and analytics reports are the basic general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Vs Servicenow
see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the boost 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 team channels workflow agent productivity support operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and below that you can see your different channels of interaction you can also view your workflow and what type of development you have made what turning points that you have actually reached and how much performance each agent has you can see 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 concern and you can likewise set what sort of inquiry it is so what kind of concern it is you can also designate a specific agent to this inquiry so you can simply include a note basically respond
tto this person and now i’m going to simply 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 reply 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 issue with your product i’m just going to send out that and now i have actually replied to this consumer you can likewise erase 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 an organization that’s running this ticketing service and you have a similar sort of action you require to offer 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 classifications you have general starting with us orders and refunds details gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a concern that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different however i’m just selecting 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 replying to a customer on the bottom left you can see recommended services and canned kinds so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a customer concern and you can simply place that pre-written info into your action and send it without needing to
freshworks, review, chat, tools, reviews, tool, value, crm,
retype the very same type of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to e-mails so another great feature that freshdesk truly offers is creating groups so if you click groups in the admin area you can produce different groups for different functions so if a problem and a ticket is connected to billing you can designate a group member so over here i have actually designated myself in this group which individual could define their function and make them the leader of this type of billing ticket aside from that you can also designate various in the group section you can also designate different tickets to different 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 customer escalations where consumers may have elevated a specific scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you men in the next video Freshdesk Vs Servicenow