So we are talking about…Planetart Freshdesk…you can use freshdesk for customer care so let’s start first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na get going which will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can confirm your email and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise 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 update those and next you’re gon na choose your support channel so how you can be contacted via phone e-mail social media chat or types and below that you can include your customer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team 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 next up over here we have our control panel our dashboard reveals our
unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your customer fulfillment and you can see the percentage of negative reactions or positive actions even neutral reactions and the total responses that you have actually received on the right side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na provide 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 just state let’s arrange them by their status and now you can see immediate and high ones will be on the top however 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 type of tickets you want to view if you want 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 according to 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 gotten in touch with 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 listed below that you have your services tab so your service tab is a basic kind of details tab which enables you to see your email marketing your legal requirements
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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Planetart Freshdesk
see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the details of a specific team member or a group member and below that you can see your various channels of communication you can also view your workflow and what type of development you have made what milestones that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to reveal you how you can deal with 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 category what sort of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what type of question it is you can likewise appoint a particular agent to this inquiry so you can just include a note generally 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 include this note now i’m going to respond to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have responded to this client you can also delete your responses 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 service that’s running this ticketing service and you have a comparable type of action you require to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general starting with us refunds and orders info gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the question is different but i’m just choosing 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 recommended options and canned types so you’re going to click recommended solutions and you can see different articles that are a pre-written answer to a customer question and you can simply insert that pre-written info into your response and send it without needing to
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retype the exact 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 emails so another terrific function that freshdesk truly offers is producing groups so if you click on groups in the admin section you can produce different groups for different purposes so if a ticket and an issue is associated with billing you can designate a group member so over here i have actually designated myself in this group and that person might define their function and make them the leader of this sort of billing ticket besides that you can likewise assign various in the group section you can also appoint different tickets to different groups and once you have actually 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 consumer escalations where clients may have raised a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you people in the next video Planetart Freshdesk