Hickory Freshdesk – effortless omnichannel service

So we are talking about…Hickory Freshdesk…you can use freshdesk for customer care so let’s begin first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you register you’re gon na get started and that will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo design so as you can see i’m gon na opt for 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 ought to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and listed below that you can add your consumer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a good trend and listed below that you have your client complete satisfaction and you can see the percentage of unfavorable reactions or favorable reactions even neutral responses and the overall actions that you have gotten on the best side you’re gon na have your order of business 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 provide you a nice little pointer on your basic control panel and now on the left side we’re gon na proceed 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 right side you can see over here you can filter out what sort 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 as per 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 called people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your service tab is a general sort of information tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the basic general overview of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume patterns so you can Hickory Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately 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 basic administrative settings your team channels workflow representative efficiency support operation and your general account settings over here you can view the progress or the information of a certain employee or a group member and below that you can see your various channels of communication you can likewise see your workflow and what type of progress you have made what turning points that you have reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to reveal you how you can solve 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 sort of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what type of question it is you can likewise designate a particular representative to this question so you can just add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem 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 instantly going to type 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 out that and now i have actually responded to this customer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar sort of response you require to give to each of your customers again and again you’re going to enter 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 discount coupons and facts 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 question that is typically asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the question is various but i’m simply selecting 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 responding to a client on the bottom left you can see suggested options and canned forms so you’re going to click on suggested solutions and you can see different short articles that are a pre-written answer to a customer question and you can simply place that pre-written details into your response and send it without having to

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retype the very same type of answers again and again so this is an extremely simple formula for your agents to follow so they can easily respond to e-mails so another great function that freshdesk truly supplies is producing groups so if you click groups in the admin section you can develop different groups for different purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i’ve designated myself in this group which person might specify their function and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can also designate various 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 consumer escalations where clients might have raised a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Hickory Freshdesk