So we are talking about…Solutions Freshdesk…you can utilize freshdesk for customer support so let’s begin to begin with 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 register you’re gon na start and that will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can verify your e-mail and listed below that you can see you can include your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na choose 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 therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social media chat or kinds and below that you can add your consumer support e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our control panel 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 offer you a chart 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 trend and listed below that you have your client complete satisfaction and you can see the percentage of positive actions or negative actions even neutral reactions and the total responses that you have actually gotten on the best 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 suggestion 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 just state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 kind of tickets you wish 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 as per your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have actually called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your option tab is a general sort of info tab which enables you to see your email marketing your legal requirements
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your service related statements so if there is something that is kind of miscellaneous you will find it in your services tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume trends so you can Solutions Freshdesk
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can view the development or the information of a particular team 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 sort of progress you have actually made what milestones that you have actually reached and how much efficiency 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 add tags you can put it in a particular category what sort of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what kind of concern it is you can likewise appoint a specific agent to this inquiry so you can simply include a note essentially 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 upgrade the status i’m going to add this note now i’m going to reply to the client so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually replied to this consumer you can likewise delete your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable type of action you need to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic getting started with us refunds and orders information presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see the length of time will shipment take that’s a concern that is frequently asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket clearly the concern is various however i’m simply 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 responding to a consumer on the bottom left you can see suggested services and canned kinds so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a consumer question and you can simply place that pre-written details into your reaction and send it without needing to
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retype the same type of responses again and again so this is a very easy formula for your representatives 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 various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually assigned myself in this group which individual could define their role and make them the leader of this type of billing ticket aside from that you can likewise appoint different in the group section you can likewise assign 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 client escalations where clients might have raised a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you guys in the next video Solutions Freshdesk