Hubba Freshdesk – effortless omnichannel service

So we are talking about…Hubba Freshdesk…you can use freshdesk for customer service so let’s get going first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na get started which will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can validate your e-mail and below that you can see you can include your language whatever type of language you want on your site change the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also alter your menu color so i’m also 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 select your assistance channel so how you can be gotten in touch with through phone e-mail social media chat or forms and listed below that you can include your client assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome someone 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 control panel our dashboard reveals our

 

unsolved 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 offer you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your consumer complete satisfaction and you can see the percentage of favorable reactions or negative responses even neutral actions and the overall reactions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na offer you a good little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the top 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 kind of tickets you wish to see if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your service tab is a general sort of details tab which enables you to view your email marketing your legal requirements

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your service related announcements so if there is something that is type of various you will discover it in your services tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume trends so you can Hubba Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can view the progress 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 likewise see your workflow and what type of progress you have made what turning points that you have actually reached and just how much productivity each agent has you can view that from over here going back 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 add tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its top priority and you can also set what kind of inquiry it is so what type of question it is you can likewise assign a specific agent to this inquiry so you can simply include a note generally reply

 

tto this person and now i’m going to just 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 include this note now i’m going to respond to the customer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar sort of action you require to give to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have general beginning with us orders and refunds information gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see how long will delivery take that’s a concern that is typically asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket obviously the question is various but i’m just choosing 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 client on the bottom left you can see recommended services and canned forms so you’re going to click on recommended solutions and you can see different short articles that are a pre-written answer to a client question and you can simply place that pre-written information into your reaction and send it without having to

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retype the very same kind of answers again and again so this is an extremely simple formula for your agents to follow so they can easily respond to e-mails so another excellent function that freshdesk actually supplies is producing groups so if you click groups in the admin area you can produce various groups for different purposes so if a ticket and an issue is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this type of billing ticket other than that you can likewise designate different in the group area you can likewise assign different tickets to various 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 consumer escalations where consumers may have raised a particular situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you guys in the next video Hubba Freshdesk