Henry Schein Freshdesk – effortless omnichannel service

So we are talking about…Henry Schein Freshdesk…you can use freshdesk for customer service so let’s get started to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you register you’re gon na start which will load your basic control panel 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 help desk you can validate your email and below that you can see you can include your language whatever kind of language you desire on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called via phone email social networks chat or forms and listed below that you can include your customer support email so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard shows our

 

unsettled 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 chart that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and below that you have your client complete satisfaction and you can see the portion of favorable reactions or unfavorable actions even neutral reactions and the total reactions that you have gotten on the right side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a good little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate 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 view if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of information tab which allows you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the services tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Henry Schein Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the development or the details of a particular staff member or a group member and below that you can see your different channels of interaction you can likewise view 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 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 category what sort of ticket this is you can alter its status you can set its priority and you can likewise set what kind of inquiry it is so what type of concern it is you can also designate a specific representative to this inquiry so you can just include a note basically respond

 

tto this person and now i’m going to simply tell them i will be solving 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 respond to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send out that and now i have replied to this consumer you can likewise erase your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of action you need to offer to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic getting started with us refunds and orders info gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see the length of time will delivery take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different but i’m simply picking this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a consumer question and you can simply place that pre-written info into your reaction and send it without having to

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retype the exact same sort of answers again and again so this is a really simple formula for your representatives to follow so they can easily react to e-mails so another terrific function that freshdesk actually offers is creating groups so if you click on groups in the admin section you can produce 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 individual might specify 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 appoint different tickets to various groups and once 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 consumers might have elevated a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you people in the next video Henry Schein Freshdesk