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Support tickets

Utilizing Support Tickets with Your Customers

  1. First, turn on support tickets.
  2. Select Settings from Simplero Dashboard
  3. Select the Support tab
  4. You will see a page that looks like this:
  5. Check the box that reads "Use Simplero's support ticket system for your customers"
  6. 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.
  7. Set the default assignee for your support tickets.  This person must be an Administrator on your account. 
  8. 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. 
  9. Lastly, in the Replies to ticket section, tell us how you want us to handle replies back and forth between you and your customer.  Do you want the ongoing conversation to stay as emails between you and your customer (don't check the box), or do you want your replies to show up inside the ticket system (check the box). 
  10. Click the blue Save changes button

Last updated 20 Jan 2019.