SharpSpring boasts one of the best support teams in the marketing automation industry. With an average response time less than 30 minutes, SharpSpring Support provides expert troubleshooting and training right at your fingertips. As an agency, you may want to be the main point of contact when your client runs into issues—or you may not have the time to be that resource. Direct Support allows for your clients to submit tickets directly to SharpSpring's support team, so you do not have to be involved in that process. You can choose to charge your agency or bill your client directly. This article will detail what Direct Support offers your clients and how to set it up within your agency account.
The following user roles can set direct support for clients:
- Administrators (Agency)
Setting Direct Support
With Direct Support, your clients can:
- Submit support tickets
- Call into SharpSpring's Technical Phone Support line
- Schedule training
- Submit feature requests
To turn on Direct Support for your clients, do the following:
In order to charge the client directly, there must be a credit card already on file within the client instance. Clients can see the $200 cost associated with Direct Support in their Billing Plan Summary.
For more information, refer to Managing Client Services and Allowances.