Hci Group Help Freshdesk – effortless omnichannel service

So we are talking about…Hci Group Help Freshdesk…you can utilize freshdesk for customer support so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na begin which will pack your basic dashboard 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 aid desk you can verify your e-mail and listed below that you can see you can include your language whatever sort of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be contacted via phone e-mail social media chat or kinds and below that you can add your client support email 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 team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer 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 good trend and listed below that you have your consumer fulfillment and you can see the percentage of favorable reactions or negative responses even neutral actions and the total responses that you have actually gotten on the right side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na offer you a great little pointer on your basic dashboard 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 say let’s arrange them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your solutions 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 statements so if there is something that is type of various you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Hci Group Help Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your basic account settings over here you can view the development or the information of a specific employee or a group member and below that you can see your various channels of interaction 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 productivity each agent has you can view 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 include tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what kind of concern it is you can also designate a particular agent to this inquiry so you can simply add a note basically respond

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the customer 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 item i’m simply going to send that and now i have actually replied to this consumer you can also delete your responses within 10 seconds so if you slip up you can erase 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 similar sort of action you require to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually general getting going with us refunds and orders info gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a concern that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the concern is different but i’m just selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned types so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a client concern and you can simply insert that pre-written information into your response and send it without having to

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retype the very same kind of answers again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another great feature that freshdesk truly supplies is developing groups so if you click on groups in the admin area you can develop different groups for various purposes so if a ticket and a problem is associated with billing you can assign a group member so over here i’ve designated myself in this group and that individual could define their role and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group area you can likewise appoint 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 raised a certain circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you guys in the next video Hci Group Help Freshdesk