So we are talking about…Membership Freshdesk…you can utilize freshdesk for customer service so let’s get started to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up 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 beginning with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise alter 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 update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with through phone email social media chat or forms and listed below that you can add your client support email so if someone 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 group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals our
unsettled 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 provide you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your customer complete satisfaction and you can see the portion of favorable actions or negative reactions even neutral reactions and the overall responses that you have received on the right side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na offer you a great little pointer 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 say let’s sort them by their status and now you can see urgent and high 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 sort of tickets you want to see if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can view those whichever way that you have called people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them below that you have your options tab so your service tab is a basic sort 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 below the options tab you have your reports and analytics reports are the standard general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Membership Freshdesk
see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can see the development or the information of a particular staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of development you have made what turning points that you have reached and how much efficiency each agent has you can view that from over here returning 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 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 likewise set what type of question it is so what type of question it is you can likewise designate a specific representative to this query so you can just include a note essentially reply
tto this person and now i’m going to just tell them i will be resolving your ticket your issue 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 client so it’s instantly going to type in hi matt rogers that’s the consumer 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 responded to this customer you can likewise erase your responses within 10 seconds so if you slip up 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 similar kind of response you require to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have basic starting with us orders and refunds info gifts and vouchers and realities and concerns 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 delivery take that’s a concern that is frequently asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the question is different but i’m just picking this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see suggested options and canned types so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without having to
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retype the same type of responses again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another terrific feature that freshdesk actually provides is developing groups so if you click groups in the admin area you can create different groups for various purposes so if an issue and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group and that individual might define their role and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group area you can likewise designate 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 clients might have raised a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you men in the next video Membership Freshdesk