Holidate Freshdesk – effortless omnichannel service

So we are talking about…Holidate Freshdesk…you can use freshdesk for customer service 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 information and sign up for complimentary as quickly as you sign up 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 assistance desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your site alter the color of your logo design so as you can see i’m gon na choose 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 need to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be gotten in touch with via phone email social networks chat or forms and listed below that you can add your client assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite someone 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 invite them over here successive over here we have our dashboard our dashboard shows our

 

unsettled 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 chart that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a great pattern and below that you have your customer satisfaction and you can see the portion of negative responses or positive reactions even neutral reactions and the overall responses that you have gotten on the ideal side you’re gon na have your to-do list 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 control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s sort 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 ideal 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 individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your service tab is a general type of information 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 various you will discover it in your options tab and listed below the options tab you have your analytics and reports reports are the basic 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 an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Holidate Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease 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 productivity assistance operation and your basic account settings over here you can view the development or the information of a particular staff member or a group member and below that you can see your various channels of communication you can also view your workflow and what kind of development you have made what turning points that you have reached and how much efficiency each agent has you can see that from over here returning 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 specific category what sort of ticket this is you can alter its status you can set its concern and you can also set what kind of question it is so what kind of concern it is you can likewise appoint a specific agent to this question so you can simply 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 update the status i’m going to include this note now i’m going to reply to the customer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have replied to this client you can likewise delete your reactions 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 business that’s running this ticketing service and you have a comparable kind of response you require to give to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds details gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see how long will delivery take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is different however i’m simply selecting 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 replying to a consumer on the bottom left you can see suggested options and canned kinds so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a client 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 exact same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can easily react to emails so another great function that freshdesk truly offers is producing groups so if you click on groups in the admin area you can develop different groups for different functions so if a ticket and a problem is associated with billing you can designate a group member so over here i have actually assigned myself in this group which individual could specify their role and make them the leader of this kind of billing ticket besides that you can also designate different in the group area you can likewise assign various tickets to various groups and as soon as 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 certain scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you guys in the next video Holidate Freshdesk