Rocketchat Freshdesk – Delight your customers

So we are talking about…Rocketchat Freshdesk…you can use freshdesk for customer service so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na get started and that will load 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 individualize your help desk you can verify 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 go with a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone email social networks chat or kinds and below that you can add your consumer support e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your consumer fulfillment and you can see the percentage of positive reactions or negative responses even neutral responses and the total reactions that you have received on the best side you’re gon na have your order of business 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 offer you a good little pointer on your basic dashboard and now on the left side we’re gon na proceed 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 high and immediate ones will be on the leading 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 see if you want 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 according to your needs and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your service tab is a general sort of information tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your options tab and below the services tab you have your analytics and reports 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 an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Rocketchat Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or decrease 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 group channels workflow agent productivity support operation and your basic account settings over here you can view the development or the information of a specific staff member or a group member and below that you can see your different channels of interaction you can also see your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to show you how you can resolve 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 change its status you can set its concern and you can also set what sort of query it is so what type of concern it is you can also appoint a particular agent to this query so you can simply include a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your concern 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 customer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have responded to this customer you can also delete your actions within 10 seconds so if you slip up you can delete 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 provide 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 classifications you have basic getting going with us orders and refunds info presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will delivery take that’s a concern that is typically asked you can simply publish this draft and then return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is various but i’m just picking 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 consumer on the bottom left you can see recommended services and canned forms so you’re going to click on recommended services and you can see various short articles that are a pre-written answer to a customer question and you can just place that pre-written information into your reaction and send it without having to

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retype the very same kind of answers again and again so this is a very easy formula for your agents to follow so they can easily react to e-mails so another great feature that freshdesk actually supplies is producing groups so if you click on groups in the admin section you can develop different groups for various functions so if a concern and a ticket is associated with billing you can assign a group member so over here i’ve designated myself in this group and that individual could specify their role and make them the leader of this sort of billing ticket other than that you can likewise designate different in the group area you can also designate various 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 consumer escalations where customers may have raised a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you people in the next video Rocketchat Freshdesk