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. If you'd like your clients to contact SharpSpring directly when they need support, then be sure to check out our Direct Support package available to your agency.
Direct Support allows for your clients to submit tickets directly to SharpSpring's support team, so you don't have to be involved in that process. You can choose to charge your agency or bill your client directly. In this article, you'll learn what Direct Support offers your clients and how to set it up within your agency account.
What users can turn on/off direct support for clients:
- Agency Administrators
With Direct Support, your clients can:
- Submit support tickets
- Call into our Technical Phone Support line
- Schedule training
- Submit Feature Requests
How to set up direct support for clients:
Follow these steps to turn on direct support for your clients.
Step One: On the toolbar, click the User Settings button, then click Settings.
Step Two: On the left side Settings panel, under Agency Tools, click Manage Clients.
Step Three: Locate the client, click the options drop-down menu to the right of that client and click Services and Allowances
Step Four: On the Services and Allowances screen, you can click the yes/no button to turn direct support for that client on or off. At the bottom of the page, specify who will be paying for direct support. You can choose to charge the agency card on file or charge your client directly. When complete, click Save on the bottom right corner of the screen. Remember, in order to charge the client directly, there must be a credit card already on file within the client instance.
Note: Clients can see the $200 cost associated with Direct Support in their Billing Plan Summary.
Note: For more information on this, check out our Managing Client Services and Allowances article in the Help Center.