Kinja Freshdesk – Delight your customers

So we are talking about…Kinja Freshdesk…you can use freshdesk for customer care 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 details and sign up for complimentary as quickly as you register you’re gon na get started which will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can validate your email and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change 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 assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or forms and listed below that you can include your customer assistance 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 team 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 dashboard our dashboard shows our

 

unsettled tickets overdue 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 patterns so if the tickets are selling out much better or worse it’s going to show you a great pattern and below that you have your client fulfillment and you can see the percentage of favorable reactions or unfavorable actions even neutral reactions and the overall responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice little pointer on your basic dashboard 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 sort them by their status and now you can see immediate and high ones will be on the leading 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 assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can see those whichever manner in which you have contacted individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your solution tab is a basic kind of information tab which enables you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will discover it in your solutions tab and listed below the options tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume patterns so you can Kinja Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the progress or the details of a particular staff member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what sort of development you have actually made what milestones that you have actually reached and how much productivity each agent has you can see that from over here going back into tickets i’m going to reveal 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 particular category what sort of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what type of question it is you can also designate a particular agent to this question so you can just add a note generally reply

 

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 add this note now i’m going to respond to the customer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually replied to this customer you can also delete your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of reaction you need to provide 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 getting started with us orders and refunds details gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see how long will delivery take that’s a concern that is typically asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket clearly the question is different however i’m just selecting this as a sample and now i’m simply going to choose 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 suggested services and canned kinds so you’re going to click suggested services and you can see various posts that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your reaction and send it without needing to

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retype the exact same type of answers again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to emails so another terrific feature that freshdesk really offers is producing groups so if you click on groups in the admin area you can produce different groups for various purposes so if a concern and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group which individual could specify their role and make them the leader of this type of billing ticket other than that you can also designate different in the group area you can also assign different 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 client escalations where consumers may have raised a certain situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you men in the next video Kinja Freshdesk