Hcs Freshdesk – effortless omnichannel service

So we are talking about…Hcs Freshdesk…you can utilize freshdesk for customer care so let’s start to begin with 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 register you’re gon na get going which will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can verify your email and below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can also change 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 update those and next you’re gon na select your assistance channel so how you can be contacted through phone email social media chat or forms and below that you can add your customer support e-mail so if somebody 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 somebody is going to be offering the tickets for you you can welcome them over here successive 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 listed 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 worse it’s going to show you a great pattern and below that you have your customer fulfillment and you can see the portion of favorable actions or negative reactions even neutral reactions and the overall reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na give you a good little reminder 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 say let’s sort them by their status and now you can see urgent and high ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually called individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your services tab so your option tab is a general type of details tab which enables you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your solutions tab and below the services tab you have your reports and analytics reports are the basic general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Hcs Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately 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 support operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what milestones that you have actually reached and how much efficiency each agent has you can view that from over here going back 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 sort 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 question it is you can also appoint a specific agent to this question so you can simply add a note essentially 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 reply to the consumer so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have responded to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable type of reaction you require to provide to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have basic beginning with us orders and refunds info gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is different but i’m just picking 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 suggested services and canned kinds so you’re going to click suggested options and you can see different articles that are a pre-written answer to a client concern and you can just place that pre-written info into your action and send it without needing to

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retype the exact same type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another fantastic function that freshdesk really provides is developing groups so if you click on groups in the admin area you can create various groups for various functions so if a ticket and an issue is related to billing you can assign a group member so over here i have actually appointed myself in this group which person could define their function and make them the leader of this sort of billing ticket aside from that you can also appoint different in the group section you can also designate 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 customer escalations where clients might have raised a particular scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you people in the next video Hcs Freshdesk