Help Desk & Support Tickets

Included in Simplero plans: Scale and Skyrocket You forward your support email address, to an email address that Simplero provides when you create a new help desk. All emails to your support email address (often something like support@mybusiness.com) will then show up as support tickets inside the pipeline on your Simplero account.  You or your team can then respond to them and begin a conversation with your customer. When you have addressed their concern, you can mark the ticket complete and it will save in your Simplero account so you have it for easy reference.  Let's help you get set up... First, enter the email that you will tell your customers to write to when they need support on your Account Settings. This may be something like support@mybusiness.com.  This will link to when customers click on the 'Customer Service' link in the default Footer Navigation menu on your Site and your Membership Sites: Now, turn on support tickets: Select the Settings gear icon from Simplero Dashboard Select Help Desks: Click on the existing Tickets help desk that has already been created for you. Scroll down to set up an email forward from your preferred support email address to the email address in the Support email section (jump down to this section for more info): Choose which sites you’d like the Support widget to show up on: If you want to send an automatic reply to your customers after they submit a help ticket, enter that in the Auto-Reply section.  This could explain how often you check the support email or give them some helpful information that might enable them to solve their problem: You can send SMS to this number when a super-urgent ticket is opened under the Advanced section: You can get notified if someone puts a thumbs up or a thumbs down a ticket via the Notifications section: You can create flags (or categories) for your tickets so customers can flag their ticket with a specific value a value when creating it (Priority level, Ticket Type, etc): Set the default assignee for your support tickets under the Settings section.  This person must be an Administrator on your account with Support tickets permissions. Alternatively, you can leave tickets Unassigned: You can also set up Simplero to create a support ticket when someone replies to any of your emails: Click the blue Save changes button Forward Your Email  Reminder to forward the email address that you tell customers to write to when they need support to the custom ticket email address we provide you.  That email address will appear in several places on the Settings > Support page and will look something like this:  You will need to do this through the company that provides you with your email address (Gmail, GoDaddy, One.com, etc).   Go See What It Looks Like Make sure Support tickets are enabled on the More menu so that they are visible on your dashboard: Select Contacts from your Simplero Dashboard Select the Support Tickets tab: Support tickets should now be an available option (If you don't see it, that means that you didn't save your settings in the steps above.  Go back to the beginning of this guide and turn on the setting).   From this screen, you can change the default assignee (so your team members can take turns, perhaps) and turn on SMS Alerts, which would send a text message to the Admin who turned on the Alerts whenever a new ticket is received. Simply click the Assignee button to assign another member and click the SMS Alerts off button to change the alert setting: You can also click the three dots in the top right hand corner, and you’ll see the following options: Create a ticket on behalf of a contact Edit the ticket Pipeline Manage macros Forward emails to tickets

When someone emails your support email address (support@mybusiness.com, or whatever email address you have set up), the email will filter to Communication - Support Tickets and then into the New tab. Each email will show in a list like the image below: To view and respond to the ticket, select the ticket subject. You will be redirected to the ticket where you can read it.  There will also be a box to write your response. Update the ticket to the next stage. By default, you have 5 options: 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" On Hold - You are responding but placing the ticket on hold for some types of reasons Pending - You are responding but want more information. It will move into a "Pending" section in your list Open - You are responding but want to keep it under your radar. For example, to follow later on. New - The ticket will stay on the list of support tickets right where it is Type your response and click Send response below the editor. 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 whom you want to engage with, make sure it’s in the Open stage, and then click the send response button at the bottom. Tagging support tickets using Facets This is a great tool to manage your support tickets and then, be able to filter valuable data. For example, in Simplero, we use facets to be able to tag tickets by topic: You can add a facet to a ticket on the right side of the ticket page: Learn more about how Facets work here. Card view in tickets Click the card view button on the right side corner to change the view to a more visual one:  The color on the card of the ticket indicates the time since the last response on the ticket:  Red- 24 hours old or less Yellow- 1- 2 days Orange- 3 - 7 days Blue- 8 days - 2 weeks Green- 2 weeks - 1 month old Grey- anything over a month old Filter tickets Click on the filter button in the top right corner to filter your tickets.  You can filter by: Assignee - Person assigned to the ticket Comment poster - Person has added a comment in the ticket (regardless if it is assigned to them or not) Created at  Has an Nps score Last comment at Lead status - Whether they are already a customer (have bought a product) or not Priority of the ticket Product - If they have bought specific products  Rating Signup offer Stage Status Submitter Submitting account Track Updated at

Located at the right sidebar of your tickets you will find a Search bar tool: Things you'll need to know >> Search results will be a list of solved support tickets + knowledge base site's content. There will be 10 items at the most Tickets and knowledgebase content are ranked, but tickets always appear above knowledgebase content. Marking a ticket as canonical (using the pin icon) will boost its ranking in search results.

If you wish to reach out to any of your contacts internally through the support tickets system, click on the small "..." in the upper right corner and then click "Create ticket on behalf of contact" and follow the instructions below: It may happen that you'd like to start an internal communication with someone that is not one of your contacts yet.. You can add them here to be able to do so: As soon as you Create the ticket, an email notification will be sent to your contact for them to reply to you directly!

If you would like the ticket to get automatically re-assign to the default assignee when receiving a reply, then switch the toggle to ON. Note you can set the default assignee at the Support Tickets setting page or at the Support Tickets dashboard page. This feature is particularly helpful when you have a large team working on Support Tickets and would like to speed up your response-back time.

Make it easier for your Support Team to respond by having pieces pre-made. This feature is only available in the New Simplero editor, which must be enabled with the ProseMirror feature flag in your Simplero Labs for this to work. You’ll now find the Macros icon at the end of the Editor options to either insert a saved Macro or create a new one from the text already typed in the ticket: Give it a name, edit the Body if needed and save the Macro: It will now be available on any ticket in your account. You can also manage existing Macros on the top right corner of the Tickets page: On this page you can Create Macros, edit and delete them:

By default, you’ll have 5 different ticket stages created in your account: New, Open, Pending, On Hold, and Solved. You can edit these stages, remove them, or add new ones using Pipelines. Navigate to your Account Settings > Pipelines > Tickets tab. Click on Tickets Default pipeline. Use the Edit, Delete, and Add Stage buttons, or use the farthest left icon to drag stages to a different order: You can also create new ticket pipelines. For example, if you have different teams communicating with your members. You can then move support tickets to a different Pipeline from the Support tickets view by checking the box next to the support ticket and choosing Move to pipeline from the Select action… menu:

Included in Simplero plans:  Scale, Skyrocket. See plans here. We all know that customer service is vital to any business. Keeping customers happy means they will become long-term 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 the business a little easier with our built-in support ticket feature. Have a look at the written guides if you prefer step-by-step written instructions: Set up Support Tickets​ - Learn how to configure your support email to forward messages into Simplero's support ticket system. Using Support Tickets- Understand how to manage, respond to, and organize incoming support tickets, including tagging with facets and internal collaboration. Tickets Search Tool - Discover how to effectively search and filter support tickets to quickly find relevant information. Create a New Ticket on Behalf of a Contact - Learn how to initiate a support ticket for a customer directly from your Simplero dashboard. Re-Assign Functionality - Understand how to reassign tickets to different team members to ensure efficient handling. Create and Manage Macros - Learn how to create and utilize macros to streamline responses to common support inquiries. Tickets Stages - Understand the different stages of a support ticket and how to manage them effectively.

Support tickets is the most common use for help desks, but its not limited to that AND you can have multiple of them for different purposes, for example to collect feedback on specific content. Add a help desk Navigate to your Account > Contacts > Help Desks Click on Add help desk at the top right corner, and give it a name. Customize how it shows for your memberes, the default assignee (admin in charge!), knowledge base if any. Optionally, offer interactions with one of your Bots on the Knowledge base Bot. Choose which sites you’d like the help desk to be available on. Customize the ticket pipeline - with every help desk, there will be a pipeline associated to it, so you can keep track of tickets, follow up with enquiries, and update the status. On the stages section you define the statuses for your tickets depending on your work flow. The most common ones are Open, Hold, Pending, and Solved. Collect specific info by using Flags. They will display as fields when someone submits an inquiry through your help desk. Add triggers when someone submits a ticket. It’s at the top right! Save changes at the bottom of the page! You’ll notice the Pipeline has been created for you, matching the help desk name. You’ll find submitted tickets by clicking on View tickets at the top of the Pipeline page.