Hbn Freshdesk – effortless omnichannel service

So we are talking about…Hbn Freshdesk…you can utilize freshdesk for client service so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you sign up you’re gon na start which will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can confirm your e-mail and below that you can see you can include your language whatever type of language you want on your site alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be called by means of phone email social media chat or forms 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 group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals 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 chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and listed below that you have your customer satisfaction and you can see the portion of negative actions or favorable responses even neutral responses 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 give you a great little tip on your basic dashboard 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 arrange them by their status and now you can see high and immediate ones will be on the leading however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what sort of tickets you want 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 view them over here you can filter them out based on your needs and next up 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 contact number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a basic sort of information 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 type of miscellaneous you will discover it in your options tab and below the services tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Hbn Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and below that you can see your various channels of communication you can likewise see your workflow and what type of development you have made what milestones that you have reached and how much performance 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 specific category what type of ticket this is you can alter its status you can set its priority and you can likewise set what sort of query it is so what type of question it is you can likewise appoint a particular representative to this query so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem 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 reply to the consumer so it’s automatically going to key in hi matt rogers that’s the consumer 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 actually replied to this client you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable kind of reaction you need to offer to each of your customers 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 getting started with us orders and refunds info presents and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will delivery take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just select this ticket clearly the concern is different however i’m simply picking this as a sample and now i’m just going to pick 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 suggested solutions and canned kinds so you’re going to click on recommended solutions and you can see different posts that are a pre-written answer to a customer concern and you can just place that pre-written info into your action and send it without having to

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retype the same kind of responses again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another excellent function that freshdesk really supplies is producing groups so if you click groups in the admin section you can develop various groups for different functions so if a problem and a ticket is associated with billing you can designate a group member so over here i’ve appointed myself in this group and that individual might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group area you can likewise 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 customer escalations where consumers might have raised a certain 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 handy and i’ll catch you men in the next video Hbn Freshdesk