Ticketing System For FreshDesk | Different Ways To Use FreshDesk

Hi everyone, I'm going to talk about how to use Freshdesk, a powerful customer service tool that can help you increase your productivity.

Summary

Freshdesk is a cloud-based ticketing system that helps you manage all of your customer interactions in one place. It's easy to use and has a variety of features that can help you improve your customer service, such as:

• Ticket tracking: Freshdesk tracks all of your tickets from start to finish, so you can easily see where each ticket is in the pipeline and who is responsible for it.
• Automation: Freshdesk can automate many of your customer service tasks, such as sending follow-up emails and assigning tickets to the appropriate agent.
• Knowledge base: Freshdesk includes a knowledge base where you can store and share articles with your customers, so they can find the answers to their questions without having to contact you.
• Reporting: Freshdesk provides a variety of reports that can help you track your customer service performance and identify areas for improvement.

If you're looking for a way to improve your customer service, I highly recommend checking out Freshdesk. It's a great tool for businesses of all sizes. 

Freshdesk's features

Freshdesk: A Great CRM Solution for Beginners

Freshdesk is a cloud-based customer relationship management (CRM) solution that offers a wide range of features, including ticketing, collaboration, automation, support widgets, and more. It is a great choice for businesses of all sizes, especially those looking for a basic CRM solution.

To get started with Freshdesk, you need to create an account. You can do this with a simple email address. Once you have created an account, you will receive a 21-day free trial of the premium version.

We will talk about pricing later in this tutorial.

Here is a summary of the key features of Freshdesk:

• Ticketing: Freshdesk's ticketing system allows you to track and manage all of your customer interactions in one place.
• Collaboration: Freshdesk makes it easy for your team to collaborate on customer requests. You can assign tickets to different agents, add notes and comments, and create custom workflows.
• Automation: Freshdesk can automate many of your customer service tasks, such as sending follow-up emails, assigning tickets to the appropriate agent, and creating canned responses.
• Support widgets: Freshdesk offers a variety of support widgets that you can add to your website or mobile app. These widgets allow your customers to contact you easily and get help quickly.

If you are looking for a basic CRM solution that is easy to use and affordable, I highly recommend Freshdesk. It is a great way to improve your customer service and grow your business.

Freshdesk Dashboard Overview

The Freshdesk dashboard is the central hub for managing your customer interactions. It provides a quick overview of your most important metrics and gives you easy access to all of the features that you need.

The navigation panel on the left side of the dashboard provides links to all of the main sections of Freshdesk, including:

• Tickets
• Contacts and companies
• Social media
• Solutions forms
• Reports and analytics
• Administrative settings

Tickets are one of the most important features in any CRM software, and they are prominently displayed in the Freshdesk dashboard. You can see a list of all of your open tickets, as well as the number of tickets that are assigned to each agent, the number of tickets that are overdue, and other important metrics.

The Freshdesk dashboard is a powerful tool that can help you to manage your customer interactions more efficiently. By understanding the different features of the dashboard, you can quickly find the information and tools that you need to get the job done.

Here are some additional tips for using the Freshdesk dashboard effectively:

• Customize the dashboard to include the metrics and widgets that are most important to you.
• Use the filters to narrow down the view of your tickets, contacts, and other data.
• Create saved views to quickly access the information that you need most often.
• Use the dashboard to set goals and track your progress.

By following these tips, you can make the Freshdesk dashboard work for you and help you to improve your customer service.

 

The Ticketing System

The Freshdesk ticketing system is a powerful tool that can help you to manage your customer interactions more efficiently.

The all tickets section provides a view of all of your tickets, regardless of their status. You can also filter your view to see only the tickets that are assigned to you, or the tickets that are unresolved.

To import tickets into Freshdesk CRM, you can either export them from another system as a CSV or Excel file, or you can import them directly from another system using the Freshdesk import tool.

In addition to the all tickets view, there are many other views available in Freshdesk CRM. You can filter your view by ticket status, priority, group, agent, and more. This allows you to quickly find the tickets that need your attention the most.

Optimizing the Ticketing System for Your Personal Benefit

To optimize the Freshdesk ticketing system for your personal benefit, you should:

• Use filters to create custom views. This will allow you to quickly find the tickets that you need to work on.
• Assign tickets to yourself or to other agents. This will help to distribute the workload evenly and ensure that all tickets are being addressed.
• Set deadlines for yourself. This will help you to stay on track and resolve tickets promptly.
• Use notes and comments to communicate with other agents and customers. This will help to ensure that everyone is on the same page and that tickets are resolved correctly.

By following these tips, you can use the Freshdesk ticketing system to be more productive and efficient. 

Freshdesk Templates

To create a new ticket in Freshdesk, click on the New Ticket button in the top right corner of the dashboard. You can also view and use ticket templates to create tickets quickly and easily. To view the ticket templates, click on the Ticket templates tab on the right side of the page.

Once you have clicked on the New Ticket button, you will be taken to a form where you can enter the ticket details. The following fields are required:

• Subject: A brief description of the ticket.
• Type: The type of ticket, such as a question, request, or problem.
• Priority: The priority of the ticket, such as high, medium, or low.
• Description: A detailed description of the ticket.

You can also add additional information to the ticket, such as the customer's contact information, the company that the customer is from, and the due date.

Once you have entered all of the required information, click on the Create Ticket button to create the ticket.

Tips for Creating Effective Tickets

• When creating a ticket, be as specific as possible in the subject and description fields. This will help the agent who is assigned to the ticket to quickly understand the issue and resolve it as efficiently as possible.
• Include all of the relevant information in the ticket, such as the customer's contact information, the company that the customer is from, and any error messages or screenshots that you have. This will help the agent to resolve the ticket quickly and accurately.
• Use the priority field to indicate how important it is to resolve the ticket quickly. High-priority tickets should be resolved as quickly as possible, while low-priority tickets can wait until the agent has time to address them.

By following these tips, you can create effective tickets that will help you to get the support that you need quickly and efficiently.

Basic Ticket

Creating a basic ticket:

1. Add the contact. You can add a new contact or CC an existing contact.
2. Link the company. If the contact is from a company, you can link the company to the ticket. This will help you to track which tickets are coming from which companies.
3. Add the subject, type, source, and status. The subject should be a brief description of the ticket. The type can be phone, email, chat, or something else. The source is where the ticket came from, such as the customer's phone number or email address. The status should be "Open" if the ticket has not been resolved yet.
4. Assign a group and agent. The group can be billing, customer support, escalations, or something else. The agent can be the person who will be responsible for resolving the ticket.
5. Add a description and tags. The description should provide more details about the ticket. The tags can be used to categorize the ticket, such as "billing issue" or "technical problem."

Example:

Let's say that you receive a phone call from a customer who is having a problem with their billing. You would create a new ticket and add the customer's contact information. You would then link the customer's company to the ticket.

The subject of the ticket would be "Problem with billing." The type would be "Phone." The source would be the customer's phone number. The status would be "Open."

You would assign the ticket to the customer support group and assign it to the agent who is responsible for billing issues.

In the description of the ticket, you would write a brief explanation of the problem that the customer is having. You would also add tags such as "billing issue" and "customer support."

This is a basic example of how to create a ticket in a ticketing system. The specific steps may vary depending on the ticketing system that you are using. 

Initiate Refund

To use a ticket template, click on the Ticket templates tab on the right side of the page. Then, click on the name of the template that you want to use.

For example, if you want to create a ticket for a refund, you would click on the Initiate a refund template.

Once you have clicked on the template, you will be taken to a form where you can enter the ticket details. The template will pre-populate some of the fields, such as the subject and description. You can then add or edit any of the fields as needed.

Once you have entered all of the required information, click on the Create Ticket button to create the ticket.

Using ticket templates can save you a lot of time and effort, especially if you create tickets for similar issues on a regular basis. For example, if you often create tickets for refunds, you can create a refund template that includes all of the information that the agent needs to process the refund. Then, whenever you need to create a refund ticket, you can simply select the refund template and fill in the relevant information.

Here are some tips for using ticket templates effectively:

• Create templates for the most common types of tickets that you create.
• Keep your templates up-to-date with the latest information.
• Use templates to pre-populate as much information as possible.
• Customize the templates to meet your specific needs.

By following these tips, you can use ticket templates to save time and improve your customer service. 

Ticket Templates

Ticket templates and ticket creation:

You can view and use ticket templates to create tickets quickly and easily. To view the ticket templates, click on the "Ticket templates" tab.

To create a new ticket, click on the "Create" button. You will need to provide the following information:

• Contact information: This includes the name, email address, and phone number of the person who is submitting the ticket.
• Ticket details: This includes the subject, type, source, and priority of the ticket.
• Description: This is a brief explanation of the problem or request.

Once you have entered all of the required information, click on the "Create ticket" button.

Ticket management:

Once a ticket has been created, you can manage it by adding notes, closing it, or merging it with other tickets.

To add a note to a ticket, click on the "Add note" button and type your note.

To close a ticket, click on the "Close ticket" button.

To merge two tickets, click on the "Merge tickets" button and select the other ticket that you want to merge with the current ticket.

Ticket views:

You can view your tickets in a card view or a table view. To change the view, click on the "View" drop-down menu and select the desired view.

The card view shows a basic overview of each ticket, including the state, group, priority, and status.

The table view shows all of the details for each ticket, including the subject, type, source, priority, status, and description.

Closed tickets:

Closed tickets are displayed in a translucent color. You can view closed tickets by clicking on the "Closed" tab. 

Filters

Your ticketing system is fantastic to use because it helps you optimize your workflow and do work efficiently.

It has filters that you can use to monitor Asian productivity very efficiently. For example, you can click on any agent and filter by unassigned tickets to see which tickets need to be assigned. You can also click on any group and filter by tickets that are regarding billing in the past 30 days.

In addition, you can filter by resolution due date, first response time, status, and priority. This allows you to quickly focus on the tickets that need your attention the most.

For example, if you're an agent and you only deal with tickets from a certain company, you can filter by that company to see all of your open tickets.

The ticketing system's filters help you to be more efficient and productive.

Reports And Analytics

Freshdesk Pricing and Features

Freshdesk offers a variety of pricing plans to meet the needs of businesses of all sizes. The free plan includes basic features such as email and social ticketing, ticket dispatch, knowledge base, ticket trend reports, data center locations, and team collaboration.

The growth plan starts at $15 per agent per month and includes premium features such as automation, SLA and business hours, marketplace apps, ticket fields and statuses, custom ticket views, and custom email servers. The time tracking and timesheet summary reports are only available on the growth plan.

The pro plan starts at $49 per agent per month and includes custom roles, custom reports and dashboards, knowledge base customer segmentation, and more. The enterprise plan starts at $79 per agent per month and includes sandbox, audit logs, IP range restriction, agent shift, auto triage assistant bots, and more.

For most businesses, the growth plan is a good option. It includes all of the essential features, including automation, SLA and business hours, and ticket fields and statuses. It is also one of the most fairly priced CRM and support desk software solutions on the market.

Conclusion

If you are looking for a CRM and support desk software solution, I recommend Freshdesk. It is a powerful and affordable solution that can help you to manage your customer interactions more efficiently.