Full Freshdesk Ticketing System Tutorial 2024 (For Beginners)

Summary

This tutorial offers a beginner-friendly guide to setting up Freshdesk, a ticketing system for businesses. It covers starting a free trial, customizing your dashboard, inviting team members, and connecting email platforms. The video also demonstrates how to create a support center, manage tickets, and use features like merging tickets and adding tags for efficient customer service.

Takeaways

• 🌐 Start by visiting freshworks.com and select Freshdesk to access the ticketing system.
• 🆓 Sign up for a 21-day free trial using your email or Google account.
• 🔧 Customize your Freshdesk address for customer access, like 'Jane Doe Inc/help'.
• 👥 Invite team members to join your Freshdesk support center.
• 📧 Connect existing email platforms or use the email Freshdesk creates for customer support.
• 📈 Get an overview of your support activity on the Freshdesk dashboard.
• 📝 Create and publish articles in the solution section to address frequently asked questions.
• 🎥 Embed videos and images in articles for better customer understanding.
• 📊 Organize articles with categories, tags, and SEO to improve knowledge base accessibility.
• 📩 Import contacts and manage tickets to provide efficient customer support.
• 🔗 View and resolve tickets directly from the Freshdesk interface, including options to tag, prioritize, and assign tickets to agents.
• ⏰ Log time spent on resolving issues and create to-do lists to manage multiple tickets effectively.
• 🔄 Merge similar tickets to streamline the support process and improve team efficiency.

Q & A

What is Freshdesk and how can it be used for businesses?

Freshdesk is a ticketing system that businesses can use to manage customer support requests. It helps organize and track customer queries, build a knowledge base, and manage communications with customers effectively.

How can a beginner start with Freshdesk?

A beginner can start with Freshdesk by visiting freshworks.com and signing up for a free trial. They can then customize their dashboard, invite team members, and start using the ticketing system.

What is the duration of the Freshdesk free trial?

Freshdesk offers a 21-day free trial for new users.

Can I connect my existing email service to Freshdesk?

Yes, you can connect your existing email service like Google or Microsoft to Freshdesk, or use the email address created by Freshdesk for customer support.

What is the purpose of the sample data provided in Freshdesk?

The sample data in Freshdesk is provided to help new users understand how the system works. It includes example tickets and responses to familiarize users with the platform.

How can I customize the Freshdesk support center for my customers?

You can customize the Freshdesk support center by setting a unique address, inviting team members, and adding or removing sample data to match your business needs.

What is the role of a knowledge base in Freshdesk?

The knowledge base in Freshdesk serves as a repository of information, such as FAQs and articles, that customers can access to find answers to common questions without needing to submit a ticket.

How do I create a new article in the Freshdesk knowledge base?

To create a new article, go to the solution section, click on 'New Article', and enter the relevant information, such as the question, resolution, and any associated media like videos or images.

What are the article properties that can be set in Freshdesk?

In Freshdesk, you can set article properties such as hierarchy, tags, and search engine optimization to help categorize and make articles easily discoverable.

How can I import contacts into Freshdesk?

You can import contacts into Freshdesk by going to the contact section and clicking on 'Import'. From there, you can upload a pre-existing file containing your customer list.

What options are available when managing tickets in Freshdesk?

In Freshdesk, when managing tickets, you can add tags, change the status, assign to a specific agent, group similar tickets, log time spent on resolving issues, and create to-do lists for tickets.

How can I merge tickets in Freshdesk?

To merge tickets in Freshdesk, select the tickets that are related and click on 'Merge'. This feature helps consolidate similar issues or tickets from the same customer for efficient handling.