Jackie Marketing Analytics Freshdesk – effortless omnichannel service

So we are talking about…Jackie Marketing Analytics Freshdesk…you can utilize freshdesk for customer care so let’s start 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 sign up for free as quickly as you register you’re gon na get started which will pack 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 personalize your aid desk you can verify your e-mail and listed below that you can see you can add your language whatever sort of language you want on your website change 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 change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone email social media chat or forms and listed below that you can add your client support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our dashboard shows our

 

unresolved 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 chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and below that you have your client fulfillment and you can see the percentage of favorable actions or unfavorable reactions even neutral actions and the total actions that you have actually received on the best side you’re gon na have your to-do list so something that you need 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 tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see urgent and high ones will be on the top 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 type of tickets you wish to view if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per 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 individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a general kind of details tab which enables you to see 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 find it in your services tab and below the solutions tab you have your analytics and reports 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 aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Jackie Marketing Analytics Freshdesk

see on the right 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 listed below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can view the development or the details of a particular staff member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what sort of progress you have made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here going back 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 particular category what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of inquiry it is so what type of concern it is you can likewise designate a specific agent to this question so you can simply add a note generally 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 reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send that and now i have replied to this consumer you can likewise delete your responses within 10 seconds so if you make a mistake you can delete 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 comparable type of response you need to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic starting with us refunds and orders details gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will shipment take that’s a question that is typically asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is different however i’m just selecting this as a sample and now i’m just 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 customer 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 various short articles that are a pre-written answer to a client question and you can just place that pre-written info into your response and send it without having to

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retype the same type of responses again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another great function that freshdesk actually offers is producing groups so if you click groups in the admin area you can develop different groups for various functions so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group which person could specify their function and make them the leader of this kind of billing ticket other than that you can likewise assign various in the group area you can likewise appoint various tickets to various groups and when 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 scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you people in the next video Jackie Marketing Analytics Freshdesk