Hockey Australia Freshdesk – effortless omnichannel service

So we are talking about…Hockey Australia Freshdesk…you can utilize freshdesk for customer care so let’s get started first off 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 free as soon as you sign up you’re gon na begin which will load 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 individualize your assistance desk you can validate your email and listed below that you can see you can add your language whatever type 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 listed below that you can also alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be called by means of phone e-mail social media chat or types and listed below that you can include your client support e-mail 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 invite them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a good trend and listed below that you have your consumer fulfillment and you can see the portion of negative reactions or favorable responses even neutral responses and the total responses that you have actually gotten on the ideal 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 offer you a great little reminder 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 say let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 type of tickets you want to see if you wish to see the tickets that are appointed to a specific 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 business so you can view those whichever way that you have actually gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your option tab is a basic kind of information tab which permits you to view your email marketing your legal requirements

Get Hockey Australia Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is type of various you will discover it in your solutions tab and below the solutions tab you have your reports and analytics reports are the basic general summary of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Hockey Australia Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or reduce 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 performance assistance operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and below that you can see your various channels of interaction you can also see your workflow and what sort of development you have made what turning points that you have actually reached and how much efficiency each agent has you can see that from over here going back 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 type of inquiry it is so what kind of concern it is you can likewise designate a particular representative to this inquiry so you can just add a note generally reply

 

tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to respond to the consumer so it’s instantly going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually replied to this consumer you can likewise erase your actions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of action you require to offer to each of your consumers 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 beginning with us refunds and orders info presents 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 for how long will delivery take that’s a concern that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is different but i’m just 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 types so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a client question and you can just insert that pre-written information into your action and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same sort of answers again and again so this is a really simple formula for your agents to follow so they can easily react to e-mails so another excellent function that freshdesk really supplies is producing groups so if you click groups in the admin area you can produce different groups for various 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 and that individual could define their function and make them the leader of this sort of billing ticket aside from that you can likewise appoint various in the group section you can likewise assign different tickets to various groups and as soon as you have actually 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 may have raised a particular situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you guys in the next video Hockey Australia Freshdesk