SharpSpring 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 aspects of the Get Support page.
The following user roles can request support:
- Company Managers
- Marketing Managers
- Sales Managers
- Jr. Salespersons
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, you will need to fill out the information, do the following:
SharpSpring offers both training on a specific app area, or assistance with a client sales presentation. The SharpSpring training team works on an appointment basis and generally needs a 24-hour notice before scheduling a meeting.
To request training, do the following:
On the right side of the dashboard, the Current System Status section provides the current status of the platform.
A green light means the application is performing as normal, and a yellow or red light will note any type of delays or outages.
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:
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 SharpSpring development team in order to be resolved, they will appear under the Open Tickets in Development section. For additional information on tickets, refer to Support Standards.
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 SharpSpring's development project planning tool (JIRA). The SharpSpring 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 SharpSpring Support Issues tab.
There are five types of support categorization:
|Severity||How important an issue is, in escalating order:
|Impact||The overall scope of the issue:
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:
|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 currently listed as in progress to be added to the platform. These requests are not specific your instance, as they are the current feature requests from all users. Similar to the categorization of support issues, feature requests are organized as follows:
|Impact||Considered as Affects Few or Affects Many.|
|Usability||Considered as a Convenience, as Moderately Useful, or as Very Useful.|
|Scope||Considered as Easy, Medium, or Difficult.|
Every feature request goes through SharpSpring's Product Management team, where requests are researched, vetted, and may be grouped in with other existing projects in the development roadmap. The 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 SharpSpring's development roadmap, it will be added to the backlog.
Zendesk Support Portal
There are other ways to obtain support and provide feedback. The Zendesk Support Portal offers many different functions, including:
- Viewing entire 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:
Submitting a Request
To submit a request for support, do the following:
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 SharpSpring support staff, do the following:
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.
The community forum allows you to communicate with SharpSpring support staff and view how other SharpSpring 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:
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 post (by clicking the New Post button)
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.