Harvest Freshdesk App – effortless omnichannel service

So we are talking about…Harvest Freshdesk App…you can utilize freshdesk for customer service so let’s begin to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you register you’re gon na get started and that will fill your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your e-mail and below that you can see you can include your language whatever type 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 listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone e-mail social networks chat or forms and listed below that you can include your consumer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and below that you have your client fulfillment and you can see the percentage of favorable responses or negative responses even neutral reactions and the overall actions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a nice little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s arrange 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 type of tickets you want to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view 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 gotten in touch with individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a basic type of information tab which enables you to see your email marketing your legal requirements

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your service related statements so if there is something that is kind of various you will find it in your services tab and listed below the services tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume trends so you can Harvest Freshdesk App

see on the right side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the progress or the information of a particular team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what sort of progress you have actually made what turning points that you have actually reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show you how you can deal with 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 specific category what type of ticket this is you can alter its status you can set its concern and you can also set what sort of inquiry it is so what type of concern it is you can likewise appoint a particular agent to this inquiry so you can simply add a note basically respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to include 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 consumer name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually replied to this customer you can also erase your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable kind of action you require to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic starting with us orders and refunds information gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is different but i’m just picking this as a sample and now i’m simply going to pick this as a sample and i’m going to reply 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 short articles that are a pre-written answer to a client question and you can just place that pre-written details into your reaction and send it without having to

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retype the exact same kind of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another fantastic feature that freshdesk really supplies is creating groups so if you click on groups in the admin area you can develop various groups for different functions so if a concern and a ticket is associated with billing you can designate a group member so over here i have actually appointed myself in this group and that individual might define their role and make them the leader of this sort of billing ticket besides that you can likewise designate various in the group area you can also appoint various tickets to different groups and when 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 raised a particular scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you people in the next video Harvest Freshdesk App