How the SmartSimple Support Desk Works

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 call cannot be resolved on the first call the issue will be managed by help desk personnel - even if other specialist are involved.