Using our customer portal to manage requests and open tasks saves you time and makes everything better!
The WeRX Brands' customer portal is a tool that allows you to submit project requests, track their progress, and communicate with the WeRX team. This eliminates email clutter and streamlines communication. You can access the portal at werx.me/portal or submit requests directly at werx.me/request. The portal lets you view your requests, communicate with the team, and track the status of your projects, ensuring clear and efficient collaboration.
Transcript
[00:00:06.000]
Welcome to this quick overview of the WeRX Brands' customer portal, where you can make requests for us to do projects and processes for you, monitor those requests in terms of status and due dates, and communicate with us about those requests. Using this portal will save you a lot of email (which we all need), and it will also help us have clearer communications about specific tasks rather than the kind of fuzzy communications that happen when a lot of email is flying back and forth. There are two links that you might want to remember for accessing the customer portal and they're easy, and you can really stick with just remembering one if you want. It's werx.me/portal.
[00:00:52.140]
When you go to werx.me/portal it will take you to our customer portal. If you have not received your email inviting you to the portal yet, then what you'll see here is a welcome screen and you won't be able to access the screen we're looking at. But once you've received your intro and invitation email and you've set up your password, you'll be able to sign in up here and then you'll be able to see the tickets for your company.
[00:01:19.210]
Let's talk about how to create a new ticket first, and then how to manage tickets. One easy thing to do to create a new ticket is from the portal itself. Just "Create New Help Ticket," and the help ticket will pop up. The first time you enter your information, you'll have to add your email, your first name, your company name. Then, every time, we'll want you to give us a little title for the task so that we can quick skim and see what the tasks are about.
[00:01:45.010]
You can add a priority level. These priorities default to medium, but if you want it to be high or low you can change it here, and then the details about the request when you need it by down here. If this is associated with an event, like a live event, a trade event, a webinar, a sale date, whatever, let us have the event date here as well. You can add attachments by just hitting this browse button, you can add multiple attachments, then hit submit. The next time you come to this form, this information should be pre-populated for you. Every once in a while when you clear your cache or cookies, that information may not pop up, and you'll have to re-enter it. But most of the time these three boxes will be filled in for you after the first time you use the form.
[00:02:31.190]
So we got to that form by clicking Create New Help Ticket. There's also another way to get to the form, and that's to go to werx.me/request.
[00:02:44.180]
So if there's somebody in your company that doesn't have access to the customer portal, or you just want to have a quick access to the request form to submit requests for things for us to work on, you can also use werx.me/request. So either way: You can come in from Create New Help Ticket, or go to the form directly.
[00:03:00.980]
In your ticket environment you'll see two views. One is the tickets you personally have submitted, the other is all the tickets for your organization. And you'll also be able to see what their status is, when's the last time anything was done on those tickets, and when the ticket was created.
[00:03:18.930]
In both your own tickets and the tickets that have been submitted by somebody else in your organization, you can see the entire ticket history, from the initial form submission all the way through the conversation about that ticket. You can communicate with us about the ticket here by writing your response in this field. And of course you can attach more files if you need to attach something to your response.
[00:03:42.130]
What this does is it gives us all the conversation in one place for particular tasks instead of having to hunt through your emails.
[00:03:50.650]
You can also respond to tickets that were submitted by someone else in your organization. Just because you weren't the one that submitted a ticket doesn't mean you can't communicate about it. The only tickets you cannot communicate on are the ones that are closed, but you can still see all the history.
[00:04:07.300]
You can also hide that history if you want. If you only want to see the open tickets and don't want to see the laundry list of closed tickets, just filter it in your status bar here. So that's how we manage work at the works brands and collaborate with you on work without creating a whole bunch of unnecessary email.
[00:04:28.190]
Now — if you haven't received your invitation to the WeRX Customer Portal yet, you could create your first ticket by clicking Create New Help Ticket at the top and send us a ticket saying you need an invitation to the portal, and we'll be glad to send that out to you.