Heap Freshdesk – effortless omnichannel service

So we are talking about…Heap Freshdesk…you can utilize freshdesk for client service so let’s get going first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na get going which will fill your basic dashboard 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 aid desk you can validate your email and listed below that you can see you can add your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be contacted through phone e-mail social networks chat or types and listed below that you can add your client support email 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 team that is working for you if someone 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 reveals 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 offer you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a nice trend and below that you have your client satisfaction and you can see the portion of positive responses or unfavorable reactions even neutral reactions and the overall responses that you have actually received on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a great little pointer on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange 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 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 kind of tickets you want 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 see them over here you can filter them out based on your needs and next up below that you have your basic contact and companies so you can view 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 type of account details that you have about them listed below that you have your solutions tab so your solution tab is a general kind of information tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Heap Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency support operation and your basic account settings over here you can view the progress or the details of a particular employee or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what sort of development you have made what milestones that you have reached and just how much efficiency each representative 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 priority and you can likewise set what type of query it is so what type of question it is you can likewise assign a specific agent to this inquiry so you can just include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 reply to the consumer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have actually responded to this client you can also delete your reactions 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 comparable type of response you require to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have general beginning with us orders and refunds information presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for how long will shipment take that’s a concern that is typically asked you can just release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is different but i’m just choosing this as a sample and now i’m simply 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 kinds so you’re going to click suggested services and you can see various articles that are a pre-written answer to a customer question and you can simply 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 agents to follow so they can quickly react to emails so another terrific function that freshdesk truly supplies is creating groups so if you click groups in the admin area you can develop different groups for various purposes so if an issue and a ticket is related to billing you can designate a group member so over here i have actually designated myself in this group and that person might specify their role and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group area you can likewise appoint different tickets to various 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 may have raised a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you men in the next video Heap Freshdesk