Hotschedules Freshdesk – effortless omnichannel service

So we are talking about…Hotschedules Freshdesk…you can utilize freshdesk for client service so let’s start first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you sign up you’re gon na begin which will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up 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 sort of language you desire on your site alter 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 need to make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be called via phone email social media chat or kinds and listed below that you can include your customer support email so if someone is going to be calling 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 selling the tickets for you you can invite them over here successive over here we have our dashboard our control panel 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 offer you a chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your client fulfillment and you can see the portion of positive responses or unfavorable actions even neutral reactions and the total responses that you have gotten on the best 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 suggestion 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 sort them by their status and now you can see immediate and high ones will be on the top nevertheless 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 kind of tickets you want to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive 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 e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your option tab is a general type of details tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the standard general summary 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 likewise view your ticket volume trends so you can Hotschedules Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase 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 agent efficiency support operation and your general account settings over here you can see the development or the information of a specific staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what sort of progress you have made what milestones that you have actually reached and how much productivity each representative 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 include tags you can put it in a specific category what type of ticket this is you can change its status you can set its top priority and you can also set what sort of inquiry it is so what type of concern it is you can also designate a particular representative to this query so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 customer so it’s instantly going to type in hi matt rogers that’s the consumer 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 responded to this customer you can likewise delete your reactions 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 type of response you need to provide to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders information presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will delivery take that’s a question that is frequently asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is different but 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 replying to a customer on the bottom left you can see suggested options and canned forms so you’re going to click on recommended options and you can see various posts that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without having to

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retype the very same kind of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to e-mails so another terrific function that freshdesk really offers is creating groups so if you click on groups in the admin area you can create various groups for various functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group and that person might specify their role and make them the leader of this kind of billing ticket other than that you can likewise assign various in the group section you can likewise designate different 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 customer escalations where customers may have elevated a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you guys in the next video Hotschedules Freshdesk