Hostway Freshdesk – effortless omnichannel service

So we are talking about…Hostway Freshdesk…you can use freshdesk for customer service so let’s start first of all 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 totally free as soon as you register you’re gon na get started and that will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can verify your email and below that you can see you can include your language whatever sort of language you desire on your website change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be contacted via phone email social networks chat or kinds and listed below that you can include 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 somebody to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your consumer fulfillment and you can see the portion of favorable reactions or negative actions even neutral actions and the total actions that you have actually received 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 include it over here and it’s gon na provide you a good little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see immediate and high ones will be on the leading nevertheless 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 sort of tickets you want to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your option tab is a general kind of information tab which permits you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your solutions tab and below the services tab you have your analytics and reports reports are the fundamental general introduction 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 see your ticket volume patterns so you can Hostway Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or reduce in these sales you can see receiving 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 particular employee or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have 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 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what type of concern it is you can likewise designate a specific agent to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be solving 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 add this note now i’m going to reply to the client 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 item i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of response you require to give to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic beginning with us refunds and orders information gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a question that is often asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is various but i’m simply selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested services and canned types so you’re going to click on recommended options and you can see various 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 kind of responses again and again so this is a very simple formula for your agents to follow so they can easily respond to e-mails so another fantastic function that freshdesk truly provides is creating groups so if you click on groups in the admin area you can create various groups for various purposes so if a concern and a ticket is related to billing you can assign a group member so over here i have actually designated myself in this group which person could define their function and make them the leader of this type of billing ticket besides that you can also designate various in the group section you can likewise assign different tickets to different 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 may have raised a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you men in the next video Hostway Freshdesk