We all know that customer service is vital to any business. Keeping customers happy means they will become long time customers. But as a business owner your inbox is probably pretty full and customer emails can get lost in the mix, meaning you could miss the opportunity to support and wow a customer. 

Simplero makes the customer service part of business a little easier with it's built in support ticket feature. 

How it works...

You will forward your support email, to an email address that Simplero provides for you when you turn on the feature. Then all support emails will show up as support tickets, you can then respond to them and begin a conversation with your customer. When done you can mark the ticket complete and have it at easy reference. 

Let's help you get set up....

Before you can use Support Tickets you must turn on the option in our settings. 

1) Settings

2) Account

3) Scroll about 3/4 down til you see the box titled "support tickets"

4) Check the box that reads "Use Simplero's built-in support ticket system for your customers"

5) Complete any relevant fields you would like as far as notifications, or the viewable message to your users.

6) Scroll down and save

7) Go to the communication tab in your left side bar

8) Support tickets should now be an available option (If not you didn't save above, go back to step 1 and turn on the setting)

9) In light grey on your screen you should see an email address copy this address

10) set your support email to forward to the copy emailed address

To use support tickets

When someone emails your support email address the email will filter here to the open tab. Each email will show in a list like the image below:

To view and respond select the ticket subject. You will be redirected into the ticket where you can read it, there will be a box to respond. Below the box to respond you have 3 options:

Sending as solved- You are closing the ticket. You will still have access but it will be filtered down to the bottom of the support ticket page under "closed"

Send as pending- You are responding but want more information so it will move into a "pending" section in your list

Send and keep open- The ticket will stay in the list of support tickets right where it is as if you didn't respond.

If you want to converse about the ticket with a team member check the box below where you type your response that reads "Private message not visible to submitter." Reassign the ticket to who you want to engage with, and then click the send and keep open button.