Homelight Freshdesk – effortless omnichannel service

So we are talking about…Homelight Freshdesk…you can utilize freshdesk for client service so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na get going which will pack 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 help desk you can confirm your email and below that you can see you can add your language whatever type of language you desire on your website change 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 should make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called through phone email social media chat or kinds and below that you can include your client support e-mail 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 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 welcome them over here successive over here we have our control panel our control panel shows our

 

unsettled tickets past due 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 shows you the trends so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your customer complete satisfaction and you can see the percentage of negative actions or favorable actions even neutral responses and the overall responses that you have actually received on the ideal side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na provide 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 arrange your tickets over here so let’s just state let’s sort 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 ideal side you can see over here you can filter out what kind of tickets you wish to view 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 needs and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have called individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your option tab is a general sort of info tab which permits you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Homelight Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can view the development or the details of a certain team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what kind of development you have actually made what turning points that you have reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show you how you can solve 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 category what kind of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what kind of concern it is you can also assign a specific representative to this query so you can simply add a note basically respond

 

tto this person and now i’m going to simply 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 update the status i’m going to add 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 customer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have replied to this customer you can also delete your responses 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 type of response you require to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic getting going with us orders and refunds details gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a concern that is typically asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is different however i’m simply picking this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended options and canned kinds so you’re going to click suggested services and you can see various articles that are a pre-written answer to a consumer question and you can just place that pre-written details into your action and send it without needing to

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retype the exact same type of answers again and again so this is a very 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 groups in the admin area you can produce different groups for various purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve designated myself in this group which individual might define their function and make them the leader of this sort of billing ticket other than that you can also assign different in the group section you can likewise appoint different tickets to various groups and when 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 customer escalations where consumers might have elevated a specific scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll catch you people in the next video Homelight Freshdesk