Hc Api Freshdesk – effortless omnichannel service

So we are talking about…Hc Api Freshdesk…you can use freshdesk for customer support so let’s get going first of all 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 free as soon as you sign up you’re gon na get started and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can validate your email and listed below that you can see you can add your language whatever sort of language you desire on your site change 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 also alter your menu color so i’m also 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 pick your assistance channel so how you can be contacted by means of phone e-mail social networks chat or forms and below that you can add your customer support email so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your group 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 shows our

 

unsolved 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 shows you the trends so if the tickets are selling out much 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 percentage of unfavorable responses or favorable responses even neutral actions and the total actions that you have actually received on the right side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a great little pointer on your basic control panel and now on the left side we’re gon na move 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 right side you can see over here you can filter out what kind of tickets you wish to view 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 requirements and next up listed below that you have your basic contact and companies so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your service tab is a basic kind of info tab which permits 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 kind of miscellaneous you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume trends so you can Hc Api Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent productivity support operation and your general account settings over here you can see the development or the information of a specific team member or a group member and below that you can see your different channels of communication you can also view your workflow and what type of development you have actually made what milestones that you have actually reached and just how much performance each agent has you can see that from over here going back into tickets i’m going to show you how you can solve 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 kind of ticket this is you can alter its status you can set its priority and you can also set what kind of question it is so what kind of question it is you can likewise designate a specific agent to this inquiry so you can simply include a note basically reply

 

tto this person and now i’m going to just 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 reply to the customer so it’s instantly going to enter 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 responded to this customer you can also erase your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable kind of reaction you need to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have basic getting started with us orders and refunds info gifts and coupons and truths 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 the length of time will delivery take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is various however i’m just choosing this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended services and canned forms so you’re going to click suggested services and you can see various posts that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your response 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 agents to follow so they can easily react to e-mails so another fantastic feature that freshdesk really provides is developing groups so if you click groups in the admin section you can create various groups for various purposes so if a concern and a ticket is related to billing you can assign a group member so over here i’ve assigned myself in this group which person could define their function and make them the leader of this kind of billing ticket other than that you can likewise assign different in the group section you can likewise appoint 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 consumer escalations where clients might have elevated a certain circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you guys in the next video Hc Api Freshdesk