Hcs Online Freshdesk – effortless omnichannel service

So we are talking about…Hcs Online Freshdesk…you can utilize freshdesk for client service so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you register you’re gon na get started which will fill your basic dashboard 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 aid desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo design 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 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 via phone email social media chat or types and listed below that you can add your consumer assistance e-mail so if someone 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 team 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 control panel our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a great trend and listed below that you have your consumer satisfaction and you can see the portion of unfavorable responses or favorable actions even neutral responses and the total reactions that you have gotten on the ideal side you’re gon na have your to-do list 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 give you a good little pointer on your basic dashboard and now on the left side we’re gon na move on 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 immediate and high ones will be on the leading however 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 type 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 as per your requirements and next up listed below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your service tab is a basic type of info tab which allows you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of various you will discover it in your options tab and listed below the options tab you have your analytics and reports reports are the fundamental 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 aid desk in-depth ticket analysis and you can also view your ticket volume trends so you can Hcs Online Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can view the progress or the information of a particular team member or a group member and below that you can see your various channels of interaction you can also view your workflow and what sort of development you have actually made what turning points that you have reached and just how much productivity each agent has you can see 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 type of ticket this is you can alter its status you can set its concern and you can also set what type of inquiry it is so what kind of concern it is you can likewise appoint a particular representative to this inquiry so you can just add a note generally 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 consumer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete 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 similar kind of reaction you need to give 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 actually general getting started with us orders and refunds info presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will shipment take that’s a question 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 just select this ticket clearly the question is various however i’m just selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested options and canned forms so you’re going to click suggested options and you can see different posts that are a pre-written answer to a client question and you can just insert that pre-written details into your action and send it without needing to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can easily respond to e-mails so another terrific feature that freshdesk actually offers is creating groups so if you click on groups in the admin area you can develop various groups for various functions so if a ticket and a concern is connected to billing you can designate a group member so over here i’ve designated myself in this group which person could define their role and make them the leader of this kind of billing ticket other than that you can likewise appoint various in the group area you can also assign different tickets to various groups and when 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 raised a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll catch you men in the next video Hcs Online Freshdesk