SharpSpring provides Customers the ability to report and track support issues through the use of an in-application "Get Support" page, detailing the status of the issue within the support process. This article will cover the following:
Navigating the Get Support Page
The Get Support Page is located in SharpSpring, accessible within Springboard Help by clicking on the question mark in the upper right hand corner of the application. This will redirect you to your dedicated Support Portal.
Submitting a Ticket
To file a new support request, you will need to fill out the information in the Technical Support tab.
- Use the blue I Need Help With... drop-down menu to choose the general component of SharpSpring where you are experiencing the issue.
- On the right hand side of the dashboard, Current System Status is your window into the status of the platform. A green light means the application is performing as normal, but a yellow or red light will note any type of delays or outages.
Before submitting a ticket, check our Help Center first as the resolution for your issue may already be readily available.
Complete the form to create a ticket, which is then passed along to either the SharpSpring Partner Support or Training teams. SharpSpring offers both training on a specific app area or assistance with a client sales presentation. To request training, first click the I Need Help With drop-down menu and under Request Training click App Area Training, then fill out the form and submit your ticket. Our training team works on an appointment basis and generally needs 24-hour notice before scheduling a meeting. Note: our training team is separate from support, so if you are experiencing an issue or need troubleshooting, then be sure to click one of the Support selections in the menu.
Monitoring Support Issues
Each Product Area has a team of Partner Support Representatives who will work the case to resolution and reach out directly to the customer in order to clarify the issue or address any questions. During this time customers can log into the SharpSpring Support Portal, and click on the “Support Issues” tab to see the status of ticket. (1) Support Requests are tickets that are currently being evaluated by Partner Support. They are categorized by either as “New Ticket” or “Resolved Ticket. (2) In the support request requires the involvement of our development team in order to be resolved, they will appear under the “Open Tickets in Development” section. For additional information on tickets, check out our Support Standards.
After Partner Support has investigated the issue, if it has been determined that the issue needs to be escalated to development, they will create a card for the issue in SharpSpring's development project planning tool (JIRA). The SharpSpring developers use JIRA to keep track of the various projects they need to accomplish, including by 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 SharpSpring Support Issues tab.
There are five icons representing how support issues are categorized. They are:
In relation to (escalating) severity:
In relation to impact:
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.
- 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.
The Feature Requests tab shows a list of current features that are in-progress to be added to the platform. These requests are not specific your instance, they are the current feature requests from all Customers that are being actively worked on to add within SharpSpring. Similar to the categorization of Support Issues, Feature Requests are organized as follows: (1) Impact - Affects Few or Affects Many; (2) Usability - Convenience, Moderately Useful, or Very Useful; (3) Scope - Easy, Medium, or Difficult.
Every feature request goes through our Product Management team where requests are researched, vetted and may be grouped in with other existing projects in the development roadmap. Our team looks closely at every feature request to evaluate the current behavior of the related app areas and your proposed solution. If your proposed solution fits with our development roadmap it will get it added to our backlog.