Untitled project from Captivate - Descript

Speaker: 00:00:01

This is a video to show you how we raise support requests and the

Speaker: 00:00:06

podcast websites support platform.

Speaker: 00:00:09

You'll need to know this, um, um, So podcasts websites members reach out

Speaker: 00:00:16

to us on Intercom for problems that they're having with their WordPress site.

Speaker: 00:00:21

What we do is try and encourage progressive websites members to

Speaker: 00:00:25

use the support process through that custom websites account.

Speaker: 00:00:31

The reason for this is they often means that we need to get

Speaker: 00:00:34

less Ciroq here and involved.

Speaker: 00:00:36

Um, In resolving their issues.

Speaker: 00:00:40

So it's super easy to do.

Speaker: 00:00:42

Um, so if you get an Intercom message from a podcast websites member, if

Speaker: 00:00:46

it's something that you can't address there, and then it's super easy to just

Speaker: 00:00:50

score and create a support request.

Speaker: 00:00:54

And then all you'll need to do is let that podcast websites member know that

Speaker: 00:00:58

you've raised a support request this way.

Speaker: 00:01:00

Um, and they'll, they'll continue conversations with.

Speaker: 00:01:04

Oh myself.

Speaker: 00:01:06

So I'll get you set up.

Speaker: 00:01:07

We access to this platform to log off.

Speaker: 00:01:16

It's really like D um, and not as nice as Intercon, um, we've

Speaker: 00:01:22

been using this for quite awhile.

Speaker: 00:01:24

So this is the podcast websites dashboard.

Speaker: 00:01:27

Um, we manage support requests.

Speaker: 00:01:31

Um, per person, um, and they use this platform because you can

Speaker: 00:01:37

follow conversations and they're actually given an ID ticket number.

Speaker: 00:01:41

So, um, it's a bit easier to manage.

Speaker: 00:01:44

So really simple.

Speaker: 00:01:46

Um, these are the ones that I'm working on, these new ones that are coming in,

Speaker: 00:01:50

or being assigned to other people, but for setting up areas, support requests

Speaker: 00:01:58

for a podcast websites member, all you need to do is search for the user.

Speaker: 00:02:08

It will come up with the account.

Speaker: 00:02:15

And then on the right and side, and these are all the user's details.

Speaker: 00:02:21

Um, you can really dig into, to walk, um, setup of golf invites, et cetera, but just

Speaker: 00:02:28

for the time being, this is just to show your art to set up a new support request.

Speaker: 00:02:32

Um, so over here, you'll see openers fault camp.

Speaker: 00:02:40

Add in ID towels.

Speaker: 00:02:53

Um, a second.

Speaker: 00:02:57

Okay.

Speaker: 00:02:58

So what you see is that I just put a response in, um, acknowledging

Speaker: 00:03:02

that I've got the request of

Speaker: 00:03:07

to help them with their issue.

Speaker: 00:03:10

Um, so you just make sure it's assigned to a technical team and

Speaker: 00:03:15

then the ball, um, you open ticket.

Speaker: 00:03:22

So that sends it off to, um, the user.

Speaker: 00:03:26

And then if you just come over here, You can see that that's now a ticket

Speaker: 00:03:32

where in fall, someone to pick you up, um, you can assign these to people.

Speaker: 00:03:37

Um, but in the interim, if you just leave them like this in this, um,

Speaker: 00:03:45

queue, rather than assigning it to someone specific, um, I can pick

Speaker: 00:03:49

them up when I check support dealer.

Speaker: 00:03:52

So then all I do next is head on over to.

Speaker: 00:03:55

Let that person know that you raise that request and they just need

Speaker: 00:03:59

to check the inbox for an email.

Speaker: 00:04:02

That's it for now, if you want to ask me any questions about

Speaker: 00:04:05

it, please just let me know.