When you’re a enterprise proprietor who sells services or products then you understand how essential it’s to supply glorious buyer assist. Managing buyer inquiries and assist requests generally is a problem if you happen to do it by way of electronic mail or social media, however with a assist desk answer you possibly can streamline your course of and supply top-notch service.
On this tutorial I’ll present you the step-by-step course of of putting in a assist desk answer in your web site so you possibly can present your prospects with the assist they deserve. For that I’ll be utilizing free software program known as HESK; a easy user-friendly assist desk answer with built-in data base. It’s simply installable on any net server that helps PHP and MySQL, and whereas there’s a paid cloud-based answer of Hesk, the self-hosted model is free even for industrial web sites. So let me present you ways straightforward it’s to put in the free model and create a assist desk in your web site.
How you can Set up HESK
To get began let’s go to hesk.com. We’re going to click on the Obtain HESK button, then go to HESK Free to obtain.
On the time of writing, we’re downloading model 3.4.3.
As soon as the obtain is full you’re going to get a zipper file, so extract it after which go within the folder and duplicate all of the information. You must add these information to your web site’s public listing. The way in which you do that’s normally with an FTP program, although it actually is determined by what sort of internet hosting you’re utilizing. Some hosts will give you the choice to add information immediately by way of the browser, others will offer you an FTP account. With the intention to do that subsequent step accurately you would wish to get in contact together with your internet hosting firm in case you don’t know the way to do that your self.
To display this on my native pc I’ve an area web site that’s working PHP and MySQL, and I known as it my-local-website. I’ll navigate to the public listing of it and create a brand new folder. You may name this no matter you need; assist , or help-desk, the title actually doesn’t matter. I’m going to name it assist. When you create this new folder you’ll want to stick in all of these information. In your case you’ll simply add them to the dwell server.
When you’ve completed copying the information you’re going to open that web site. Mine presently appears to be like like this as a result of it it simply has a default WordPress set up. Navigate to the folder that you just created after which /set up.
Earlier than putting in HESK you will have details about your mySQL database: the database title, consumer, and password.
My database title is native, and the username and password are each root, so let’s click on to put in HESK. I can simply hit Settle for right here. Enter your database credentials and create some login particulars. Choose your time zone, and proceed to step 4.
The database setup is full, now delete the set up folder out of your server.
Let’s see how your prospects will see the assistance desk. Go to your web site handle /assist (keep in mind assist is the title of the folder that we created). Right here is the assistance desk interface that the shopper sees:
From right here there are two doable choices:
- If there’s a data base current then the shopper can search that
- Choice quantity two for the shopper is to submit a ticket or view current tickets
So let’s submit a ticket. We’re going to offer it our title, we are able to choose the precedence, topic, after which an extended description of the difficulty. You may add attachments if you need, and there’s additionally a spam prevention area.
With the ticket was efficiently submitted, we now have a ticket ID and we are able to truly view our ticket.
Again within the administration space we are able to go to Tickets and see that we now have one open ticket. Open that ticket and we are able to see precisely what’s occurring. A timer has already began for us, and right here we are able to kind our message.
The shopper can truly see that ticket after all, and can get electronic mail notifications to remain up to date. The communication can hold taking place till the difficulty is solved, then as soon as the difficulty is solved it may be marked as Resolved by the shopper, or by the Admin.
Working as a Assist Group
The administrator space is utilized by the assist group (as you simply noticed), however workers can do much more than simply reply to tickets. Let me present you just a few of the choices you will have as a workers member.
Once we open up a ticket which is assigned to us, we now have the choice to vary the class of the ticket. Beneath the classes menu we are able to add as many classes as we would like. We will additionally change the precedence of the ticket, or we are able to assign it to another person:
In HESK, an admin can handle the next issues:
Let’s take a look at electronic mail templates in additional element. Go to Instruments > E mail templates and right here you possibly can see templates for all of the emails which can be used within the communication between HESK and the shopper. For instance, there’s a template for when a buyer forgets the ticket monitoring ID. Click on the Edit button and you may see the precise construction of that electronic mail:
You need to use particular tags to customise the e-mail to your liking, change the font dimension, and the textual content type
Elevate Your Assist Desk with HESK Cloud
As I stated beforehand, the self-hosted model of HESK is free however there’s additionally a paid model known as HESK Cloud. That is remotely hosted and there are just a few advantages of utilizing it, so let me present you.
We’ve got a demo assist desk arrange at testplus.hesk.com and the interface appears to be like precisely the identical because the native set up, besides we not have the the powered by hyperlinks on the backside.
Firstly, the group at HESK will truly deal with all of the technical points for you. Putting in and updating the assistance desk, creating backups, working the server, all that great things . So if you happen to’re not likely within the technical half and also you don’t need to do it your self then that is positively the proper option to go for you
Cloud additionally comes with some unique Cloud-only modules. So if we go to the modules right here, we are able to see three of them:
We even have these modules within the self-hosted model (the free model) within the sense that they’re within the menu, however they gained’t truly work
- Statistics will provide you with an perception into your assist desk utilization and the workers efficiency.
- The escalate module will make it easier to all escalate tickets which can be that aren’t attended to on time
- And the satisfaction (or because it’s additionally known as: survey) module will can help you ship your prospects a follow-up survey, a satisfaction survey, to collect suggestions about their expertise together with your assist desk.
Additionally, if you happen to’re utilizing HESK cloud, you’ll have entry to one-on-one precedence assist, which is definitely a very huge deal as a result of if you happen to’re utilizing the free model the assist for that is restricted to a public discussion board.
If you wish to seize your self HESK Cloud, pricing begins at $29.99 monthly plus VAT for the fundamental model.
Conclusion
The examples can go on and on. No matter what the assistance desk will probably be used for finally, the set up is precisely the identical. I hope you discovered this tutorial helpful, and as at all times don’t neglect to take a look at the Envato Tuts+ YouTube channel for extra content material like this, but in addition to study net design, net improvement, and much more.
