Handson Connect Freshdesk – effortless omnichannel service

So we are talking about…Handson Connect Freshdesk…you can use freshdesk for customer service so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na begin and that will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can confirm your email and listed below that you can see you can add your language whatever kind of language you desire on your website 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 alter 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 select your assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or kinds and below that you can add your consumer support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite someone to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals our

 

unresolved tickets overdue 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 reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great trend and listed below that you have your customer fulfillment and you can see the portion of positive reactions or unfavorable reactions even neutral actions and the total responses that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see high and urgent ones will be on the top 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 sort of tickets you want 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 see them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your service tab is a general sort of info tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your services tab and below the services tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume trends so you can Handson Connect Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent productivity assistance operation and your general account settings over here you can see the development or the information of a certain employee or a group member and listed below that you can see your various channels of communication you can also see your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can view 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 include tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its concern and you can likewise set what type of query it is so what type of question it is you can also assign a specific agent to this inquiry so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to include this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have responded to this customer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar kind of action you need to provide to each of your customers 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 starting with us refunds and orders details gifts 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 available and let’s see how long will shipment take that’s a question that is typically asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket clearly the question is various however 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 reply to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned forms so you’re going to click on recommended options and you can see different posts that are a pre-written answer to a consumer concern and you can simply place that pre-written information into your response and send it without having to

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retype the very same kind of answers again and again so this is a really easy formula for your representatives to follow so they can easily respond to e-mails so another excellent function that freshdesk really provides is producing groups so if you click groups in the admin area you can produce various groups for different purposes so if a problem and a ticket is associated with billing you can designate a group member so over here i have actually appointed myself in this group which individual could specify their function and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group area you can also designate 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 client 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 people discovered this easy to understand and handy and i’ll capture you men in the next video Handson Connect Freshdesk