Mastersoft Support Freshdesk – effortless omnichannel service

So we are talking about…Mastersoft Support Freshdesk…you can utilize freshdesk for client service 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 details and sign up for totally free as quickly as you sign up you’re gon na get started which will fill your basic control panel so when you’re getting started 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 validate your e-mail and listed below that you can see you can include your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na opt for 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 must make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be contacted via phone email social media chat or kinds and below that you can include your client assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a group 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

 

unsolved 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 great pattern and below that you have your customer fulfillment and you can see the portion of negative actions or favorable responses even neutral reactions and the total reactions that you have actually received on the best side you’re gon na have your to-do list 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 dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate 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 wish to see if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your option tab is a basic kind of info tab which allows you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the standard general summary of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume patterns so you can Mastersoft Support 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 increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can view the development or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what type of development you have actually made what milestones that you have actually reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show you how you can solve 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 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 kind of concern it is you can likewise appoint a specific representative to this query so you can just add a note basically 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 upgrade the status i’m going to include this note now i’m going to respond to the client so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually responded 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 service that’s running this ticketing service and you have a similar type of action you require to give 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 general beginning with us refunds and orders info presents and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is often asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket obviously the concern is various but i’m just 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 consumer on the bottom left you can see suggested solutions and canned kinds so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your action and send it without needing to

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retype the very same type of answers again and again so this is a really simple formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk actually supplies is developing groups so if you click on groups in the admin area you can create various groups for different purposes so if an issue 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 individual might specify their function and make them the leader of this type of billing ticket aside from that you can also assign different in the group section you can likewise assign various 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 consumer escalations where clients might have elevated a specific scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you guys in the next video Mastersoft Support Freshdesk