Product Marketing Freshdesk – effortless omnichannel service

So we are talking about…Product Marketing Freshdesk…you can utilize freshdesk for customer care so let’s get going to begin with 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 complimentary as soon as you register you’re gon na get started and that 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 customize your aid desk you can verify your email and below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise 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 update those and next you’re gon na choose your support channel so how you can be contacted through phone email social media chat or types and listed below that you can include your customer support email so if somebody is going to be calling you you can set that email over here and next up you can invite 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 control panel our control panel reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your customer fulfillment and you can see the portion of negative responses or positive actions even neutral actions and the total responses that you have actually gotten 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 include it over here and it’s gon na provide you a nice little reminder 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 just state let’s arrange them by their status and now you can see high and immediate 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 type of tickets you want to see if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your solution tab is a general kind of information tab which enables you to see your email marketing your legal requirements

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your service associated statements so if there is something that is type of various you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you may have offered 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 trends so you can Product Marketing Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what kind of progress you have made what milestones that you have actually reached and how much performance each agent has you can view that from over here returning into tickets i’m going to show 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 include tags you can put it in a particular classification what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of question it is so what kind of question it is you can also assign a particular representative to this inquiry so you can just add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this consumer you can also erase your reactions within 10 seconds so if you make a mistake you can erase 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 kind of reaction you require to give to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders info gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for how long will delivery take that’s a concern that is typically asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is different however 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 reply to it and you can see when you’re replying to a client on the bottom left you can see suggested solutions and canned kinds so you’re going to click on suggested solutions and you can see different short articles that are a pre-written answer to a customer question and you can just place that pre-written details into your reaction and send it without needing to

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retype the exact same kind of responses again and again so this is a really simple formula for your agents to follow so they can quickly react to emails so another excellent function that freshdesk truly provides is creating groups so if you click on groups in the admin section you can create various groups for different purposes so if a ticket and a concern is related to billing you can designate a group member so over here i have actually appointed myself in this group which individual might specify their function and make them the leader of this type of billing ticket other than that you can also assign different in the group section you can also appoint different tickets to various groups and when 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 customer escalations where clients might have raised a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll catch you men in the next video Product Marketing Freshdesk