So we are talking about…Freshworks Inc Formerly Freshdesk…you can use freshdesk for client service so let’s get started first off you’re gon na start 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 sign up you’re gon na get started which will pack your basic control panel 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 personalize your help desk you can validate your email and listed below that you can see you can add your language whatever kind of language you desire on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be called through phone e-mail social networks chat or kinds and listed below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows 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 chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a nice pattern and below that you have your client fulfillment and you can see the percentage of negative responses or favorable actions even neutral responses and the overall actions that you have actually received on the right side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a great little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent 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 kind of tickets you wish to view if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and companies so you can see those whichever way that you have actually contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your services tab so your solution tab is a general kind of info tab which enables you to see your e-mail marketing your legal requirements
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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your services tab and listed below the services tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshworks Inc Formerly Freshdesk
see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can view the progress or the information of a certain staff member 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 actually made what turning points that you have actually reached and 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 include tags you can put it in a specific classification what type of ticket this is you can change its status you can set its concern and you can also set what type of query it is so what kind of question it is you can also designate a particular representative to this query so you can simply add a note generally respond
tto this person and now i’m going to simply tell them i will be solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the client so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have replied to this consumer 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 company that’s running this ticketing service and you have a comparable kind of reaction you require to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually general beginning with us orders and refunds info gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will delivery take that’s a question that is typically asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is different but i’m simply choosing 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 responding to a customer on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested 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 details into your action and send it without needing to
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retype the same type of responses again and again so this is an extremely simple formula for your agents to follow so they can easily respond to e-mails so another fantastic function that freshdesk truly offers is producing groups so if you click groups in the admin area you can create different groups for different purposes so if a ticket and an issue is related to billing you can appoint a group member so over here i’ve appointed myself in this group and that individual could define their role and make them the leader of this kind of billing ticket besides that you can also designate various in the group section you can likewise appoint different tickets to various groups and when 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 situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll capture you people in the next video Freshworks Inc Formerly Freshdesk