Lead Gen & CRM provides customers the ability to report and track support issues through the use of an in-application page for getting support, which details the status of the issue within the support process.
This article will cover the various means of obtaining support.
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Lead Gen & CRM Support Information
Lead Gen & CRM Support is available Monday to Friday from 8:30 AM to 8:00 PM (Eastern Time). During normal operating hours, Lead Gen & CRM Support will often respond within an hour of your initial support request. However, if support requests are made after hours or over the weekend, it may take up to 72 hours to receive support.
If you would prefer to speak directly with Lead Gen & CRM Support, you can call the Lead Gen & CRM Support phone line at 1-888-428-9605, option 1.
Submitting a Support Ticket
You can submit a ticket to receive support with an issue you may be experiencing in the application. Before submitting a ticket, refer to the Help Center first, as the resolution for your issue may already be available.
To file a support request, do the following:
- Click
User Menu > Get Support in the top toolbar. - Click I Need Help With....
- Select the general component of Lead Gen & CRM where you are experiencing the issue in the drop-down menu that appears.
- Complete the form.
- Click Send Support Ticket.
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Virtual Classrooms (Training)
Lead Gen & CRM offers training through online Virtual Classrooms, designed to educate you and your team on marketing automation features.
These webinar-based classes are designed to get you up to speed on all the benefits of Lead Gen & CRM, so you can use it to widen your funnel, boost conversions, and drive more revenue.
Click User Menu > Virtual Classroom in the top toolbar to access the Virtual Classroom.
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Review the Lead Gen & CRM Virtual Classroom homepage for more information.
System Status
Go to status.sharpspring.com to see Lead Gen & CRM's system status, which will provide an in-depth look at Lead Gen & CRM's current and recent system status.
You can also access this in-app through the System Status and Uptime Report link at the bottom of the application.
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Monitoring Support Issues
Each product area has a team of partner support representatives who will work the case to resolution and reach out directly in order to clarify the issue or address any questions. To monitor the status of a ticket, do the following:
- Click User Menu > Get Support in the top toolbar.
- Click the Support Issues tab.
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Be aware that the Support Issues tab will have your agency name in the tab.
Support Requests are tickets that are currently being evaluated by Partner Support. They are categorized by either as New Ticket or Resolved Ticket.
As support requests require the involvement of the Lead Gen & CRM development team in order to be resolved, they will appear under the Open Tickets in Development section. Refer to Support Standards for additional information on tickets.
Escalated Tickets
After investigating the issue, if Partner Support determines that the issue needs to be escalated to development, they will create a card for the issue in JIRA, which is Lead Gen & CRM's development project planning tool. The Lead Gen & CRM developers use JIRA to keep track of the various projects they need to accomplish. These projects include, but are not limited to:
- Customer issues
- Customer feature requests
- Hardware/architecture changes
- Feature development
The designated Partner Support Representative will connect the ticket created by the customer to the JIRA card, which will then integrate with the JIRA card in the Support Portal. Any development issues that are tied to the customer's instance will show up underneath the Lead Gen & CRM Support Issues tab.
There are five types of support categorization:
| Status | Description | Status | ||
| Severity | How important an issue is, in escalating order. |
|
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| Impact | The overall scope of the issue. |
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There is a progression bar located on the right side of the dashboard for each issue. The progression bar shows where in the development process the issue is currently residing. The progression statuses are as follows:
| Status | Description | |
| Accepted |
Card has been created, assigned, and reviewed by the product team. |
|
| In Progress |
Card is currently with the development team and is being worked on. |
|
| In Review |
Development is complete and the issue is being tested for stability. |
|
| Resolved |
Issue has been resolved and is either live or pending release. |
The issue should progress through the pipeline in linear order, but it should be noted that certain events can cause an issue to stall or revert back into a previous stage of the pipeline. For instance, if an issue has been In Review for a few days, it is likely the team has flagged the issue for extensive testing to ensure system stability and issue resolution. If there is a problem In Review, it is likely the issue will revert back to development for further work, changing back to the In Progress stage.
Zendesk Support Portal
There are other ways to obtain support and provide feedback. The Zendesk Support Portal offers many different functions, including:
- Viewing ticket history
- Responding to open cases
- Creating new cases
- A knowledge base
- A community forum
- Satisfaction surveys
To access the Zendesk Support Portal, do the following:
- Click User Menu > Help Docs in the top toolbar.
- Click Sign In (if you are not already signed in) in the top-right corner of the Help Center webpage.
- Click your profile image in the top-right corner of the Help Center webpage.
- Click My Activities in the drop-down menu that appears.
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Zendesk Support Tickets
The Requests page is where you will see every support ticket that you have submitted and are copied on. The page will provide each ticket, the ticket identification number, when the ticket was created, the last date of activity on the ticket, and the ticket's overall status.
To interact with tickets and communicate with Lead Gen & CRM support staff, do the following:
- Click the desired ticket's subject line in the Requests page of the Zendesk Support Portal.
- Click the Add to Conversation button to respond directly to that ticket.
- Type in your response in the text box.
- Click the Submit button.
Be aware that once a ticket is closed to new comments, the Add to Conversation button will be disabled. For help on an issue after a ticket has been closed, you will need to contact support staff directly or open a new ticket.
Customer Satisfaction Surveys
Once the ticket is resolved, you will receive a customer satisfaction survey (CSAT) via email. The CSAT contains a simple yes-or-no question on whether or not you were satisfied with the help received regarding your ticket.
Only those who submit cases can access the respective CSAT.
Community Forum
The community forum allows you to communicate with Lead Gen & CRM support staff and view how other Lead Gen & CRM users are addressing help issues. You can contribute directly to ongoing conversations and receive help in real time.
To access the community forum, do the following:
- Click User Menu > Help Docs in the top toolbar.
- Click the Community link in the Help Center's top menu.
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Once in the community forum, you can:
- Explore existing topics and posts
- Follow a post if you are interested in the topic
- Create a new posts
Be aware that all content you post to the community forum is visible for the whole world to see. For information on what and what not to post, refer to the community forum guidelines.
Using Live Chat
If it is enabled for your instance, you can use Lead Gen & CRM Live Chat available Monday to Friday from 8:30 AM to 8:00 PM (Eastern Time) to communicate with Lead Gen & CRM Support members in a real-time chat message session from.
Refer to Using Lead Gen & CRM Live Chat for additional information on Lead Gen & CRM Live Chat features.
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