Hands On Connect Freshdesk – effortless omnichannel service

So we are talking about…Hands On Connect Freshdesk…you can use freshdesk for client service so let’s get going first off you’re gon na start your totally free 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 register you’re gon na begin which will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can verify your email and listed below that you can see you can add your language whatever kind of language you desire on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise 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 pick your assistance channel so how you can be gotten in touch with via phone email social media chat or forms and listed below that you can add your client support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone 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 dashboard our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a nice trend and below that you have your client complete satisfaction and you can see the percentage of positive responses or negative responses even neutral reactions and the overall responses that you have gotten on the ideal side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a good little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s sort 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 sort of tickets you wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a general kind of information tab which allows you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the services tab you have your reports and analytics reports are the basic general overview of the number of tickets you might 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 also see your ticket volume patterns so you can Hands On Connect Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can view the progress or the details of a specific staff member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of development you have actually made what turning points that you have actually reached and how much efficiency each agent has you can see that from over here going back into tickets i’m going to reveal 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 add tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its top priority and you can also set what kind of question it is so what type of question it is you can likewise assign a specific representative to this question so you can just add a note essentially reply

 

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 upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually responded to this client you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders info gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will shipment take that’s a question that is often asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is different but i’m just choosing this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested solutions and canned forms so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your action and send it without needing to

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retype the exact same sort of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to e-mails so another excellent 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 ticket and an issue is related to billing you can appoint a group member so over here i’ve appointed myself in this group which individual could define their role and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group section you can likewise designate 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 customer escalations where consumers may have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and valuable and i’ll catch you men in the next video Hands On Connect Freshdesk