Hilos Slack Freshdesk – effortless omnichannel service

So we are talking about…Hilos Slack Freshdesk…you can use freshdesk for customer service so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you register you’re gon na begin which will load 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 verify your e-mail and below that you can see you can include your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted via phone e-mail social networks chat or types and below that you can include your customer support e-mail 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 group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard shows our

 

unresolved 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 reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your consumer satisfaction and you can see the portion of positive actions or negative reactions even neutral responses and the total reactions that you have received on the ideal side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na give you a great little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate 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 assigned to a particular person 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 see those whichever way that you have called individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your option tab is a general type of details tab which permits you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your services tab and listed below the services tab you have your reports and analytics reports are the basic general summary of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume patterns so you can Hilos Slack Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the development or the information of a specific team member or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what type of progress you have made what milestones that you have reached and how much performance each agent has you can view that from over here returning into tickets i’m going to show 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 sort of ticket this is you can change its status you can set its top priority and you can also set what sort of inquiry it is so what kind of question it is you can likewise designate a specific representative to this question so you can just include a note basically respond

 

tto this person and now i’m going to just tell them i will be resolving 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 add this note now i’m going to respond to the consumer so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have replied to this customer you can likewise erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable sort of action you need to give 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 categories you have actually basic getting started with us orders and refunds details presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see how long will delivery take that’s a question that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is various but 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 responding to a customer on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested options and you can see different articles that are a pre-written answer to a client question and you can just place that pre-written information into your reaction and send it without needing to

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retype the same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can easily respond to e-mails so another fantastic feature that freshdesk actually provides is developing groups so if you click on groups in the admin area you can produce various groups for various functions so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve designated myself in this group and that individual could define their function and make them the leader of this kind of billing ticket aside from that you can also assign different in the group section you can likewise assign 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 client escalations where customers might have elevated a particular circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you guys in the next video Hilos Slack Freshdesk