Take It Hotkey Freshdesk – effortless omnichannel service

So we are talking about…Take It Hotkey Freshdesk…you can use freshdesk for customer care so let’s begin 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 register for free as quickly as you sign up you’re gon na start and that will fill your basic dashboard 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 customize your aid desk you can confirm your e-mail 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 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 likewise gon na make that pink i guess or i should 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 e-mail social networks chat or forms and below that you can add 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 welcome someone to your team 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 reveals our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good trend and listed below that you have your customer satisfaction and you can see the percentage of positive actions or negative actions even neutral responses and the total actions that you have gotten on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a nice little reminder on your basic dashboard and now on the left side we’re gon na move 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 urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you want to view if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and companies so you can view those whichever way that you have actually called people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your solution tab is a basic type of information tab which enables 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 kind of various you will find it in your solutions tab and below the services tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Take It Hotkey Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can see the development or the information of a particular 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 kind of development you have made what milestones that you have 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 fix 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 priority and you can likewise set what kind of question it is so what type of concern it is you can likewise designate a specific representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually replied to this client you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of reaction you need to provide to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have general beginning with us refunds and orders details presents and vouchers 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 shipment take that’s a question that is typically asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the question is various but i’m simply selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see recommended options and canned forms so you’re going to click on recommended options and you can see different short articles that are a pre-written answer to a client concern and you can simply insert that pre-written info into your response and send it without having to

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retype the same sort of responses again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another great function that freshdesk really provides is creating groups so if you click on groups in the admin area you can produce different groups for various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve designated myself in this group and that person might specify their function and make them the leader of this sort of billing ticket other than that you can likewise appoint different in the group section you can likewise assign various tickets to various groups and once 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 client escalations where clients might have raised a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll catch you guys in the next video Take It Hotkey Freshdesk