Hiretrack Freshdesk – effortless omnichannel service

So we are talking about…Hiretrack Freshdesk…you can use freshdesk for customer support so let’s start to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you register you’re gon na begin and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your email and below that you can see you can add your language whatever kind of language you desire on your website 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 alter your menu color so i’m likewise 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 assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or kinds and listed below that you can include your consumer support email so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive 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 offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and below that you have your client fulfillment and you can see the percentage of negative reactions or positive reactions even neutral actions and the overall actions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a great little tip 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 state let’s arrange 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 best side you can see over here you can filter out what kind of tickets you wish to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have gotten in touch with people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your option tab is a basic sort of information tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Hiretrack Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the information of a specific staff member or a group member and below that you can see your various channels of communication you can also see your workflow and what type of progress you have actually made what turning points that you have actually reached and how much performance each representative has you can view that from over here going back into tickets i’m going to show you how you can fix 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 particular classification what type of ticket this is you can change its status you can set its priority and you can likewise set what kind of query it is so what type of concern it is you can likewise appoint a particular representative to this inquiry so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your problem 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 enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send that and now i have responded to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can delete 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 comparable sort of reaction you need to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually basic getting going with us refunds and orders information gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will delivery take that’s a question that is frequently asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the question is various but i’m simply choosing this as a sample and now i’m simply 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 consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on suggested options and you can see different short articles that are a pre-written answer to a consumer question and you can just place that pre-written info into your response and send it without needing to

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retype the same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to emails so another excellent feature that freshdesk truly offers is creating groups so if you click on groups in the admin area you can develop different groups for various purposes so if a ticket and an issue is associated with billing you can designate a group member so over here i have actually appointed myself in this group and that person might define their role and make them the leader of this kind of billing ticket aside from that you can also appoint various in the group section you can likewise assign different 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 customers may have elevated a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you guys in the next video Hiretrack Freshdesk