Not sure about how much time will it take to resolve the issue? Set a reminder- use On Hold  feature. 🙂

In any help desk system, while dealing with the number of queries of your clients, you need a proper channel  that allows you to create an easy follow up process.

This is because you can’t answer your client’s issues instantly sometimes when they demand higher requirements. As a result you need time to get their needs done. The best way is to keep their queries in a waiting queue because you need time to implement their requirements.

If you find that client’s query has major issues, which will take quite a long time for correction. You can’t reply them quickly. You will keep their queries On Hold. That means, that particular query will take a time to get resolved. Then only you can give the feedback.

On-Hold-feature

Integrated help desk system of FormGet has an auto – filtration mechanism. Here, you can distinguish between new query and resolved query  with the help of these two elements.

  1. New Entries. It contains all the upcoming queries which you need to reply.
  2. Replied. It contains queries that you have answered already.

There is another useful feature of FormGet- On Hold that allows you to keep your client’s query in waiting mode. This can be used when you can’t answer them instantly. You need time to find the best solution for them.

Need of On Hold

Sometimes situations can be like where you can’t resolve the queries at a time. Something like these-

  • If a query has technical issue and needs time to get resolved.
  • If there is bug in the software that needs to be fixed and a proper review.
  • Queries like customization in product.

And it can be varied.

That is where you can use On Hold feature to overcome these issues.

FormGet New Feature – On Hold

Above, I mentioned some of the possibilities where queries have to be awaited for moderation. So, considering the need, On Hold feature is developed.

As soon as you find that you can’t resolve the query now, just set that particular query On Hold. That query will move to On Hold tab. As soon as you find the solution of the query, you can reply back from there.

Moreover, you can distinguish the whole volume of queries on FormGet in four sections given as:

  1. New Entries
  2. On Hold
  3. Replied
  4. All Entries

So, you can visualize the entries of all the sections in one view.

on-hold-enteries

How To Put the Query On Hold

The process is very simple.

  • Login to your FormGet dashboard. You will see multiple forms which you have created.

FormGet dashboard

  • Go to that particular form for which you want to manage the entries. Click on Inbox.

form-Inbox

  • You will be redirected to a page where you will see all the queries of your particular form.

Entries-page-on-FormGet

Let me give you an example to shows you how to use an On Hold feature.

Suppose, there is a query by Rebecca. I click on that query.

query-example-on-FormGet

Rebecca is asking to do a customization in the theme which she is using. As you can understand technical changes cannot be done in a day. It needs more time. So this query has to be put on hold. So , I reply back to Rebecca informing her about the theme updation. Parallely, I set this query on hold.

Query-reply-sectionNow, while dealing with the Rebecca’s query, I have sent her a reply that query will take up quite a long time.  So, I moved the query to pending mode just by clicking on the Hold option.

To put this query in on hold, click on the arrow next to the Send Reply button.

  •  There will be two options as shown below.

On-Hold-feature

  • As you click on the Send and set as Hold option, the query will move on to the On Hold section.

on-hold-counter

  • You can see the On Hold counter gets increases by one.

Note: To see the queries in On Hold section, just click on the On Hold tab. As you click on the tab, you will see all the pending queries inside it.

Now, when the theme is updated and I want to move Rebecca’s query to resolved section, I do the following thing.

  •  Go to On Hold tab, click on the query. The editor page will appear. I will reply to Rebecca informing her about the query. Parallely, I set the query status as resolve. You can see the image below. I click on the Send and set as Resolved. As I do so, the Rebecca’s query will move to Replied section.

set-as-resolve

You can see the Replied counter, it gets increase by one.

query-status-from-On-Hold-to- Replied-on-FormGet

Inference of the above Procedure

  • With the help of On Hold feature, you can move your query in a pending status in one click.
  • Reversely, can move the same query from pending status to resolved status in one click.
  • When the query moves to On Hold tab, it’s counter increases by one.
  • When you move the query from On Hold tab to Replied tab, On Hold counter decreases by one and Replied counter increases by one.

Benefits Of On Hold feature

  • Keep the pending query separately from all other queries.
  • Reduce confusion in pending query and resolved query.
  • In a way, this feature will allow you to create follow-up easily.

Conclusion

Hope after telling you about the situations and importance of On Hold feature, you will clearly understand how it makes a difference and can work as a reminder for you. With On Hold feature, you will not miss any queries of your customers that will ultimately make your support system effective.

So, how you handle these time taking issues while resolving your customer’s problems?