Harbor Cloud Freshdesk – effortless omnichannel service

So we are talking about…Harbor Cloud Freshdesk…you can utilize freshdesk for customer support so let’s start to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you register you’re gon na begin and that will fill your basic control panel 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 individualize your aid desk you can validate your e-mail and listed below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted via phone email social networks chat or kinds and below that you can include your consumer support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a good trend and below that you have your customer complete satisfaction and you can see the portion of negative responses or favorable actions even neutral actions and the overall actions that you have gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a great little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent ones will be on the top however 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 see if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your service tab is a general type of info tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume trends so you can Harbor Cloud Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or reduce 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 agent efficiency support operation and your general account settings over here you can view the progress or the details of a certain team member or a group member and below that you can see your various channels of interaction you can also see your workflow and what kind of development you have made what turning points that you have reached and just how much productivity each representative 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 classification what sort of ticket this is you can alter its status you can set its priority and you can likewise set what type of question it is so what kind of concern it is you can likewise designate a specific agent to this query so you can just add a note essentially respond

 

tto this person and now i’m going to just 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 consumer so it’s automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m just going to send that and now i have responded to this consumer you can also delete 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 service that’s running this ticketing service and you have a comparable sort of action you need to provide to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general beginning with us orders and refunds details presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a question that is frequently asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket obviously the question is different however i’m simply selecting 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 recommended solutions and canned forms so you’re going to click suggested services and you can see different posts that are a pre-written answer to a client concern and you can simply place that pre-written information into your response and send it without needing to

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retype the very same sort of answers again and again so this is a very simple formula for your representatives to follow so they can quickly respond to e-mails so another excellent function that freshdesk really supplies is creating groups so if you click groups in the admin area you can create different groups for various purposes so if an issue and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group and that individual could define their function and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group section you can also designate different tickets to various groups and as soon as you’ve 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 might have elevated a particular circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you guys in the next video Harbor Cloud Freshdesk