Marketman Freshdesk – effortless omnichannel service

So we are talking about…Marketman Freshdesk…you can use freshdesk for client service so let’s begin to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na begin and that will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change 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 select your support channel so how you can be called via phone email social networks chat or types and below that you can add your customer support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody 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 below that they’re gon na provide 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 good pattern and listed below that you have your consumer fulfillment and you can see the percentage of negative responses or favorable reactions even neutral reactions and the overall reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na provide you a good little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate 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 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 view them over here you can filter them out according to 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 e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your option tab is a general type of information tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your reports and analytics reports are the fundamental general overview of how many tickets you might 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 likewise view your ticket volume patterns so you can Marketman Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the boost 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 group channels workflow representative performance assistance operation and your general account settings over here you can view the progress or the details of a particular staff member or a group member and below that you can see your different channels of communication you can also view your workflow and what type of development you have made what milestones that you have actually reached and how much productivity each representative 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 include tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its priority and you can likewise set what type of inquiry it is so what type of question it is you can likewise assign a particular agent to this query so you can simply include a note essentially respond

 

tto this person and now i’m going to simply 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 client so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have replied to this client you can likewise delete your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of response you require to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us refunds and orders information presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will shipment take that’s a question that is frequently asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different however i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying 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 articles that are a pre-written answer to a customer concern and you can just insert that pre-written details into your response and send it without having to

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retype the very same type of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic function that freshdesk truly supplies is creating groups so if you click on groups in the admin area you can develop different groups for different purposes so if a concern and a ticket is associated with billing you can designate a group member so over here i have actually appointed myself in this group which individual might specify their role and make them the leader of this type of billing ticket other than that you can likewise assign different 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 certain situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you men in the next video Marketman Freshdesk