Difference between revisions of "How the SmartSimple Support Desk Works"
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'''SMARTSIMPLE IS THERE FOR YOU''' | '''SMARTSIMPLE IS THERE FOR YOU''' | ||
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To be your first point of contact for anything [[SmartSimple]] related. If you have a question, have an idea for a new feature or need a resolution to a problem then we are the place to start. | To be your first point of contact for anything [[SmartSimple]] related. If you have a question, have an idea for a new feature or need a resolution to a problem then we are the place to start. | ||
Revision as of 11:28, 21 November 2012
SMARTSIMPLE IS THERE FOR YOU
What is the role of the support desk?
To be your first point of contact for anything SmartSimple related. If you have a question, have an idea for a new feature or need a resolution to a problem then we are the place to start.
The SmartSimple Help Desk provides first level support to clients plus a triage of the issue to determine if it needs to be redirected to other specialists within the company. You can anticipate the the Help desk will be able to answer questions related to:
- Accessing your organisation's copy of SmartSimple.
- Logging into the system (including lost passwords, etc).
- All standard features and functions within the system.
The help desk will generally not be able to directly assist you if the issue is related to:
- Your organisation's specific processes.
- Industry related issues.
- In-depth technical issues.
For these types of issues the help desk will redirect to the appropriate industry or technical specialist.
In all cases a ticket number is issued and an email sent to you confirming that the issue has been logged, even if the issue was resolved on the first call. Where the ticket cannot be resolved on the first call the issue will be managed by help desk personnel - even if other specialists are involved.
It is our goal to provide you with timely and complete answers to your questions or concerns and to ensure that you are getting the most out of the SmartSimple platform within your organization.
You can connect with us through any of the following channels:
- Phone(Canada and United States): 416-591-1668 x 1
- Phone(Canada and United States) Toll Free: 866-239-0991
- Phone(Europe): 353(0) 1 662-9236
- Email: support@smartsimple.com
- Online: via our Online Support Request form Click Here
- Direct: From the Help menu within SmartSimple, just select the Support Request option
