Hotcakes Freshdesk – effortless omnichannel service

So we are talking about…Hotcakes Freshdesk…you can utilize freshdesk for customer support so let’s get started to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na get started which will fill your basic control panel 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 personalize your assistance desk you can confirm your email and below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na choose 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 must make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called via phone email social networks chat or types and below that you can include your client support email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows our

 

unsolved 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 graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a nice pattern and listed below that you have your client fulfillment and you can see the portion of unfavorable responses or positive reactions even neutral reactions and the overall 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 order of business you’re gon na add it over here and it’s gon na give you a good 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 state let’s arrange them by their status and now you can see immediate and high ones will be on the leading however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what sort of tickets you wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have contacted people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of details tab which allows 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 type of miscellaneous you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Hotcakes Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or so what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can view the progress or the details of a particular staff member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of development you have actually made what turning points that you have reached and just how much productivity each agent has you can view that from over here returning into tickets i’m going to reveal 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 add 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 likewise set what kind of inquiry it is so what type of concern it is you can also assign a particular agent to this inquiry so you can just add a note basically reply

 

tto this person and now i’m going to simply 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 respond to the client so it’s automatically going to enter 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 that and now i have responded 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 company that’s running this ticketing service and you have a similar sort of reaction you need to provide to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic getting going with us refunds and orders info 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 available 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 go back to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is various however i’m just selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your action and send it without needing to

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retype the same type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic function that freshdesk actually supplies is creating groups so if you click on groups in the admin section you can develop various groups for various purposes so if an issue and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group which person might define their role and make them the leader of this type of billing ticket besides that you can also designate different in the group section you can likewise appoint various tickets to different groups and once 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 client escalations where consumers might have elevated a specific circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and handy and i’ll capture you men in the next video Hotcakes Freshdesk