Helpiq Freshdesk – effortless omnichannel service

So we are talking about…Helpiq Freshdesk…you can use freshdesk for customer service so let’s get going first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you sign up you’re gon na get started which will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can verify your email and listed below that you can see you can include your language whatever type of language you want on your website change the color of your logo design so as you can see i’m gon na go with 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 must make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be called by means of phone email social networks chat or forms and listed below that you can add your consumer support e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a nice trend and listed below that you have your consumer fulfillment and you can see the percentage of negative reactions or favorable actions even neutral reactions and the total responses that you have actually received on the best 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 include 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 carry on to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent ones will be on the leading however 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 wish to see if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your options tab so your solution tab is a basic type of details tab which allows you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will discover it in your options tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Helpiq Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can see the progress or the details of a specific team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have actually made what turning points that you have actually reached and just how much productivity each agent has you can see that from over here going back 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 add tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its top priority and you can also set what sort of query it is so what type of concern it is you can also assign a particular agent to this question so you can simply add a note generally respond

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have responded to this consumer you can likewise delete your reactions 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 kind of response you require to provide to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have general beginning with us orders and refunds details 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 already readily available and let’s see how long will shipment take that’s a concern that is frequently asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket clearly the question is different however i’m just picking 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 consumer on the bottom left you can see recommended services and canned types so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your response and send it without having to

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retype the same type of responses again and again so this is a very easy formula for your representatives to follow so they can easily react to emails so another terrific function that freshdesk really supplies is creating groups so if you click groups in the admin area you can create various groups for various purposes so if a ticket and a problem is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this kind of billing ticket other than that you can also assign different in the group area you can likewise appoint 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 consumer escalations where clients might have raised a certain situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you people in the next video Helpiq Freshdesk