Hc Api Internal Freshdesk – effortless omnichannel service

So we are talking about…Hc Api Internal Freshdesk…you can use freshdesk for customer support so let’s begin to begin with 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 complimentary as quickly as you register you’re gon na get started which will pack 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 personalize your help desk you can verify your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na opt for 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 update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and listed below that you can add your consumer assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a group 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 dashboard our dashboard reveals our

 

unsolved 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 provide you a graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great trend and listed below that you have your customer complete satisfaction and you can see the percentage of unfavorable reactions or positive reactions even neutral reactions and the overall reactions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a good little pointer 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 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 kind of tickets you want to see if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can view those whichever manner in which you have called people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your options tab so your option tab is a basic kind of details tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will find it in your services tab and below the options tab you have your reports and analytics reports are the standard 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 a help desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Hc Api Internal Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost 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 agent productivity support operation and your general account settings over here you can view the development or the details of a specific staff 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 type of progress you have made what turning points that you have actually reached and how much performance each representative has you can view that from over here returning into tickets i’m going to reveal 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 include tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can also designate a particular representative to this query so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 add this note now i’m going to reply to the client so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have responded to this consumer you can also delete your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of action you require to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general getting going with us refunds and orders info presents 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 how long will delivery take that’s a concern that is frequently asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is various but i’m simply choosing this as a sample and now i’m simply 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 consumer on the bottom left you can see suggested services and canned types so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a consumer question and you can just place that pre-written information into your response and send it without having 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 great function that freshdesk actually supplies is developing groups so if you click groups in the admin area you can produce various groups for various functions so if a concern and a ticket is associated with billing you can appoint a group member so over here i have actually assigned myself in this group which individual might define their role and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group area you can also designate 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 client escalations where clients may have elevated a particular situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and practical and i’ll capture you men in the next video Hc Api Internal Freshdesk