Hmis Freshdesk – effortless omnichannel service

So we are talking about…Hmis Freshdesk…you can utilize freshdesk for customer support so let’s get going to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you sign up you’re gon na start which will fill your basic control panel 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 personalize your help desk you can verify your email and listed below that you can see you can include your language whatever type of language you desire on your site alter the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be contacted through phone email social media chat or types and below that you can include your customer assistance 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 group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your customer fulfillment and you can see the portion of positive reactions or unfavorable responses 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 require 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 reminder on your basic dashboard 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 say let’s sort them by their status and now you can see immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you want to see if you wish to see the tickets that are designated 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 needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have called people you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your option tab is a basic type of information tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general overview of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Hmis Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative performance support operation and your general account settings over here you can see the development or the details of a particular team member or a group member and below that you can see your various channels of communication you can likewise view your workflow and what type of development you have actually made what turning points that you have actually reached and how much performance each agent has you can see 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 particular classification what sort of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what type of concern it is you can also appoint a specific agent to this query so you can just add a note essentially reply

 

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 consumer so it’s instantly 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 just going to send that and now i have replied to this consumer you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable type of action you need to provide to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic starting with us orders and refunds information gifts and coupons 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 concern that is often asked you can simply publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is different however i’m simply picking this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested services and canned forms so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a client concern and you can simply insert that pre-written information into your action and send it without needing to

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retype the exact same sort of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another fantastic feature that freshdesk truly supplies is creating groups so if you click groups in the admin area you can develop different groups for various functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve assigned myself in this group and that individual could specify their function and make them the leader of this type of billing ticket besides that you can also assign different in the group area you can likewise assign 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 clients may have elevated a particular scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you guys in the next video Hmis Freshdesk