Hubspot Freshdesk Marketplace – effortless omnichannel service

So we are talking about…Hubspot Freshdesk Marketplace…you can use freshdesk for customer support so let’s get going first off 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 totally free as quickly as you register you’re gon na get started and that will load your basic control panel 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 customize your aid desk you can confirm your e-mail and below that you can see you can include your language whatever type of language you desire on your website 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 also gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone e-mail social networks chat or kinds and below that you can include your client assistance email so if somebody 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 group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows our

 

unsettled 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 graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a great trend and listed below that you have your customer fulfillment and you can see the percentage of negative actions or positive actions even neutral responses and the total actions that you have actually gotten on the right 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 give you a good little suggestion on your basic dashboard and now on the left side we’re gon na proceed 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 high and urgent 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 kind of tickets you want to view if you wish to see the tickets that are assigned 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 below that you have your basic contact and companies so you can view those whichever manner in which you have gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your service tab is a general type of details tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your solutions tab and below the solutions tab you have your reports and analytics reports are the basic general introduction of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can Hubspot Freshdesk Marketplace

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can view the progress or the information of a particular staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of development you have actually made what turning points that you have actually reached and just how much performance each representative 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 kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of query it is so what kind of question it is you can also designate a specific agent to this question so you can simply add a note essentially 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 respond to the consumer so it’s automatically going to key 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 out that and now i have actually replied to this client you can likewise erase 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 kind of action you need to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders details presents and coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the question is various but i’m simply picking 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 recommended services and canned types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your reaction and send it without needing to

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retype the exact same sort of responses again and again so this is a really easy formula for your agents to follow so they can easily react to e-mails so another terrific feature that freshdesk really provides is creating groups so if you click on groups in the admin area you can create various groups for different purposes so if a concern and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which individual could specify their function and make them the leader of this type of billing ticket besides that you can likewise appoint different in the group section you can likewise appoint various tickets to different 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 elevated a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you guys in the next video Hubspot Freshdesk Marketplace