Hostname Mapping Freshdesk – effortless omnichannel service

So we are talking about…Hostname Mapping Freshdesk…you can use freshdesk for customer support so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na get going which will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be called by means of phone e-mail social media chat or forms and below that you can add 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 someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of favorable actions or negative responses even neutral reactions 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 offer 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 just state let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 type of tickets you want to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your solution tab is a general type of info tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your services tab and below the services tab you have your analytics and reports reports are the standard general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume trends so you can Hostname Mapping Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance assistance operation and your general account settings over here you can see the progress or the information of a certain staff member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what kind of progress you have actually made what milestones 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 resolve 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 top priority and you can also set what kind of query it is so what type of concern it is you can likewise appoint a particular representative to this query so you can simply add a note generally reply

 

tto this person and now i’m going to simply 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 automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have replied to this client 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 e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of reaction 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 general starting with us refunds and orders details gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a concern that is often asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket clearly the question 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 customer on the bottom left you can see suggested services and canned forms so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a customer concern and you can just insert that pre-written info into your reaction and send it without having to

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retype the exact same sort of answers again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another great feature that freshdesk actually provides is producing groups so if you click groups in the admin area you can create various groups for different purposes so if a ticket and a problem is related to billing you can designate a group member so over here i have actually assigned myself in this group and that individual might define their role and make them the leader of this sort of billing ticket aside from that you can likewise designate different in the group area you can likewise appoint different tickets to different 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 consumer escalations where clients might have raised a particular scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you men in the next video Hostname Mapping Freshdesk