Support tickets

Check the box that reads "Use Simplero's support ticket system for your customers"

Enter the email that you will tell your customers to write to when they need support. This may be something like support@mybusiness.com.  This will be linked to when customers click on the 'Customer Service' link in the footer Navigation menu on your Site and your Membership Sites. 

Set the default assignee for your support tickets.  This person must be an Administrator on your account.  

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. 

Lastly, decide whether or not you want replies to stay as emails between you and your customer (don't check the box), or if you want your replies to be saved inside the ticket system (check the box). 

Save using the blue Save button. 

Forward Your Email 

You must now 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:  new_ticket+20100+1HMr626EN21mDdCToCLHi7L1@zenlearn.com

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

To see what Support Tickets will look like, go to the Communication tab in your left side bar.  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 also 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. 

To Use Support 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 Open 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 into the ticket where you can read it.  There will also be a box to write your response. Below the box to write it, you have 3 options:

1. Send 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"
2. Send as Pending - You are responding but want more information. It will move into a "Pending" section in your list
3. Send and keep Open - The ticket will stay in the list of support tickets right where it is

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 as Open button.

That's it! We hope this enables you to provide your people with amazing customer service.