Hilos Freshdesk – effortless omnichannel service

So we are talking about…Hilos Freshdesk…you can use freshdesk for customer care so let’s get started first of all 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 complimentary as soon as you register you’re gon na get going which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your e-mail and below that you can see you can include your language whatever type of language you desire on your site change the color of your logo so as you can see i’m gon na go with 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 therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with through phone e-mail social media chat or kinds and below that you can add your client assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite someone 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 invite them over here next up over here we have our control panel our dashboard shows 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 give 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 client complete satisfaction and you can see the percentage of favorable responses or negative reactions even neutral reactions and the total responses that you have received on the ideal side you’re gon na have your order of business so something that you require to add 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 control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s arrange them by their status and now you can see urgent and high ones will be on the top nevertheless 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 view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your service tab is a basic type of information tab which permits you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume patterns so you can Hilos Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can view the development or the details of a specific employee or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have made what turning points that you have reached and just how much efficiency each representative has you can view that from over here going back into tickets i’m going to show 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 add tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its concern and you can likewise set what kind of question it is so what type of concern it is you can also designate a particular representative to this query so you can simply add a note essentially 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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have actually responded to this consumer you can also 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 company that’s running this ticketing service and you have a similar sort of reaction you require to provide to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic getting going with us orders and refunds info presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket certainly the concern is various however i’m just choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply 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 recommended solutions and you can see different short articles that are a pre-written answer to a client 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 exact same type of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to emails so another excellent function that freshdesk actually supplies is creating groups so if you click on groups in the admin section you can create different groups for different functions so if an issue and a ticket is connected to billing you can appoint a group member so over here i’ve assigned myself in this group which individual might define their role and make them the leader of this kind of billing ticket aside from that you can also designate different in the group area you can likewise designate different tickets to different groups and once 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 customers might have raised a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you people in the next video Hilos Freshdesk