Hancock Freshdesk – effortless omnichannel service

So we are talking about…Hancock Freshdesk…you can use freshdesk for client service so let’s start 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 sign up for totally free as quickly as you sign up you’re gon na get going and that will pack 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 e-mail and below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be contacted through phone e-mail social networks chat or types and below that you can add your consumer support e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and below that you have your consumer fulfillment and you can see the percentage of unfavorable reactions or favorable actions even neutral reactions and the overall actions that you have actually received on the ideal 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 reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are appointed 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 companies so you can see those whichever manner in which you have actually called individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your service tab is a general sort of details tab which enables you to view 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 discover it in your solutions tab and below the solutions tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Hancock Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so 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 general administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and below that you can see your different channels of communication you can also view your workflow and what kind of development you have made what milestones that you have actually reached and how much performance each agent has you can see that from over here returning into tickets i’m going to reveal 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 likewise set what kind of question it is so what type of question it is you can also designate a specific agent to this query so you can simply include a note generally 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 respond to the customer so it’s immediately going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this customer you can likewise erase your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable kind of action you require to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic getting going with us orders and refunds details presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will shipment take that’s a question that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various however i’m simply selecting this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested services and you can see various posts that are a pre-written answer to a client question and you can just place that pre-written info into your response and send it without needing to

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retype the same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to e-mails so another excellent feature that freshdesk truly offers is developing groups so if you click groups in the admin area you can develop various groups for various functions so if a problem and a ticket is associated with billing you can assign a group member so over here i’ve appointed myself in this group and that individual could define their function and make them the leader of this sort of billing ticket other than that you can likewise assign various in the group section you can likewise appoint various tickets to various groups and when 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 customers may have raised a specific circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you men in the next video Hancock Freshdesk