WEBVTT 1 00:00:02.960 --> 00:00:08.420 Hi. So I've just launched my brand new site. I want my customers to be able to get in touch with me. 2 00:00:08.639 --> 00:00:12.740 By default, your website will have a customer service link in the footer. 3 00:00:13.415 --> 00:00:18.955 The customer service link allows your customers to send an email to your preferred support email address. 4 00:00:19.734 --> 00:00:22.715 But did you know that we also have a support ticket widget? 5 00:00:23.255 --> 00:00:26.634 In this video, I'm gonna walk you through setting that up. 6 00:00:29.620 --> 00:00:31.994 To get started, let's head over to our Simplero 7 00:00:32.260 --> 00:00:32.760 dashboard. 8 00:00:34.260 --> 00:00:37.880 From here, look for the settings cog in your Simplero 9 00:00:38.260 --> 00:00:38.760 navbar, 10 00:00:39.540 --> 00:00:42.760 then look for the contacts column and click on the support 11 00:00:43.215 --> 00:00:43.715 tickets 12 00:00:45.614 --> 00:00:49.635 link. The first option that you have on this page is to simply enable, 13 00:00:50.414 --> 00:00:53.635 your support tickets. So you would toggle this setting on. 14 00:00:53.774 --> 00:00:58.594 If you scroll down, you'll see a list of every site that you have available in your Simplero account. 15 00:00:58.940 --> 00:01:06.080 All you have to do is simply check the box next to the site where you would like to enable the support ticket widget. 16 00:01:06.380 --> 00:01:11.760 So I've checked the box next to the site, and then scroll to the bottom of the page and save changes. 17 00:01:18.005 --> 00:01:24.105 Back on our website, we now have a widget in the bottom right corner of the screen with a question mark. 18 00:01:24.325 --> 00:01:27.705 If we click on that, this modal pops up, and 19 00:01:28.150 --> 00:01:29.210 now your customers 20 00:01:29.590 --> 00:01:30.329 can submit 21 00:01:30.869 --> 00:01:31.850 support requests. 22 00:01:34.869 --> 00:01:39.210 Now that we have the widget installed, let's go back to the support ticket settings, 23 00:01:39.830 --> 00:01:43.450 so that we can walk through some other things that you can do with your support tickets. 24 00:01:45.655 --> 00:01:47.675 Let's see. So let's scroll down. 25 00:01:49.015 --> 00:01:52.875 In the auto reply section, this is where you can set up a customized 26 00:01:53.335 --> 00:01:54.395 message that 27 00:01:54.935 --> 00:01:55.755 gets sent 28 00:01:56.375 --> 00:01:57.035 to your 29 00:01:57.420 --> 00:01:59.840 customer whenever they submit a support ticket. 30 00:02:00.060 --> 00:02:05.920 So you can customize that here, and you can personalize it so that it displays their actual name, 31 00:02:06.460 --> 00:02:07.680 in the auto reply 32 00:02:07.980 --> 00:02:11.055 that is sent to them. Urgent tickets. So 33 00:02:11.355 --> 00:02:14.175 you have a checkbox that displays 34 00:02:14.475 --> 00:02:15.215 on your, 35 00:02:16.235 --> 00:02:17.615 on your support form. 36 00:02:18.155 --> 00:02:21.535 You can customize the label for it here, and you can add 37 00:02:21.835 --> 00:02:22.335 a 38 00:02:24.540 --> 00:02:25.760 a a mobile number 39 00:02:26.060 --> 00:02:27.120 so that you receive 40 00:02:27.980 --> 00:02:28.480 notifications 41 00:02:28.860 --> 00:02:31.760 when someone checks that box. So you would wanna label this, 42 00:02:32.220 --> 00:02:33.360 with something like 43 00:02:34.459 --> 00:02:34.959 super 44 00:02:35.260 --> 00:02:36.319 urgent request, 45 00:02:37.420 --> 00:02:39.435 check this box, for example. 46 00:02:40.295 --> 00:02:42.475 So then when the customer checks the box, 47 00:02:44.215 --> 00:02:44.715 whatever 48 00:02:45.815 --> 00:02:55.230 mobile number that you've entered into this field would receive a notification so that someone can jump in and help the customer, and you can add additional help text 49 00:02:56.890 --> 00:02:59.550 for this for this box as well. 50 00:03:00.250 --> 00:03:00.750 Unassign 51 00:03:01.050 --> 00:03:01.550 tickets. 52 00:03:02.170 --> 00:03:03.950 So send email notifications 53 00:03:04.330 --> 00:03:04.830 to 54 00:03:05.450 --> 00:03:11.495 a specific email or a set of emails when a ticket has been created and it hasn't been assigned 55 00:03:11.955 --> 00:03:14.995 to a support person, whoever's taking care of your tickets. 56 00:03:15.235 --> 00:03:21.334 If you have a dedicated support person, if an unassigned ticket ticket is created, you can send a notification to 57 00:03:21.750 --> 00:03:24.010 any emails that you add into this field. 58 00:03:24.709 --> 00:03:25.849 Ticket ratings, 59 00:03:26.549 --> 00:03:27.689 you can get notifications 60 00:03:27.989 --> 00:03:29.769 when someone gives a ticket 61 00:03:30.390 --> 00:03:34.090 a thumbs up, meaning they're satisfied with the response that they received. 62 00:03:34.470 --> 00:03:35.290 You can also, 63 00:03:35.909 --> 00:03:36.810 set up notifications 64 00:03:37.335 --> 00:03:38.235 so that you're 65 00:03:38.575 --> 00:03:39.075 receiving 66 00:03:39.415 --> 00:03:43.195 an alert when someone gives the response a thumbs down. 67 00:03:43.495 --> 00:03:45.115 You can set flags here. 68 00:03:45.815 --> 00:03:47.595 So categories for 69 00:03:48.535 --> 00:03:49.195 the submission 70 00:03:50.215 --> 00:03:50.715 type. 71 00:03:51.690 --> 00:03:56.510 So why are you submitting this? Is it a future request? Is it just general question? Is it a bug? 72 00:03:56.890 --> 00:04:01.950 You can set that up here. You can also set up priorities so that they can choose, 73 00:04:02.730 --> 00:04:04.590 you know, whether something is urgent, 74 00:04:05.215 --> 00:04:07.315 high, medium, low, so on. 75 00:04:09.055 --> 00:04:09.555 And, 76 00:04:11.615 --> 00:04:14.515 and then that's in addition to this urgent tickets, 77 00:04:15.375 --> 00:04:15.875 setting. 78 00:04:16.894 --> 00:04:22.760 Down here, you if the person submitting the support ticket is not in your contact list already, 79 00:04:23.380 --> 00:04:27.160 if you enable this setting, we'll create a contact record for that person. 80 00:04:28.500 --> 00:04:30.760 If you enable this setting, you Calvin forward, 81 00:04:31.140 --> 00:04:31.640 replies, 82 00:04:32.905 --> 00:04:33.965 to emails, 83 00:04:34.825 --> 00:04:37.245 to or or forward replies to emails, 84 00:04:37.865 --> 00:04:40.765 so that they become tickets in the ticket system. 85 00:04:43.305 --> 00:04:43.805 And 86 00:04:45.310 --> 00:04:56.290 the knowledge base setting allows you to enable if you have a course set up that it that has essentially, like, a knowledge base that explains, like, basic questions, 87 00:04:57.310 --> 00:04:59.010 you can link that here, 88 00:04:59.855 --> 00:05:06.755 so that customers will be presented with, you know, potential answers to their questions before it becomes a support ticket. 89 00:05:07.535 --> 00:05:10.275 You can set a default assignee for new support tickets, 90 00:05:10.975 --> 00:05:16.130 and you can if you're working with facets, you can set a default facet here, which 91 00:05:17.070 --> 00:05:18.290 is is essentially like 92 00:05:18.670 --> 00:05:19.330 an an additional 93 00:05:19.710 --> 00:05:20.210 category. 94 00:05:25.950 --> 00:05:28.815 Okay. So now let's jump into the management of tickets. 95 00:05:29.295 --> 00:05:31.715 Let's go back over to our Simplero dashboard. 96 00:05:32.095 --> 00:05:33.555 You're gonna click on contacts, 97 00:05:34.175 --> 00:05:36.195 in your Simplero nav bar, 98 00:05:37.055 --> 00:05:37.555 and 99 00:05:38.335 --> 00:05:39.715 scroll over to 100 00:05:40.255 --> 00:05:41.155 support tickets. 101 00:05:44.010 --> 00:05:47.550 These are all of our new tickets. This is the one that I just submitted. 102 00:05:48.010 --> 00:05:51.070 So let's open it up and respond. 103 00:05:52.330 --> 00:05:55.310 Over here in the in this right sidebar, 104 00:05:55.945 --> 00:05:56.685 you can 105 00:05:57.065 --> 00:06:00.605 see all of the information in your account associated with that 106 00:06:02.185 --> 00:06:06.045 with that customer, which is really helpful. So recent purchases, 107 00:06:08.759 --> 00:06:09.159 and, 108 00:06:09.560 --> 00:06:10.060 recent 109 00:06:10.520 --> 00:06:11.020 tickets. 110 00:06:12.520 --> 00:06:15.979 So to submit a response, you're just going to type something 111 00:06:16.759 --> 00:06:17.259 here 112 00:06:25.575 --> 00:06:27.035 and click send response. 113 00:06:28.215 --> 00:06:29.514 So that's how you reply. 114 00:06:29.735 --> 00:06:33.815 But I've kind of done things out of order because typically you would assign this to someone first. 115 00:06:33.815 --> 00:06:38.555 So to assign the ticket to someone, you just click the drop down and, 116 00:06:39.460 --> 00:06:42.020 select your assignee from your drop down list. 117 00:06:42.020 --> 00:06:46.440 This is going to include anyone that you have set up as an admin in your account. 118 00:06:48.020 --> 00:06:50.680 And after you've submitted your ticket, 119 00:06:51.620 --> 00:06:52.520 you can either 120 00:06:53.125 --> 00:07:00.585 choose to leave it open, put it on hold, or put it in pending, or mark it as solved if you feel like you answered the question or solved the problem. 121 00:07:00.805 --> 00:07:04.505 So I'm gonna mark this as pending because I'm expecting a reply, 122 00:07:04.965 --> 00:07:05.365 and, 123 00:07:05.925 --> 00:07:08.185 I'm going to move out of this screen. 124 00:07:10.750 --> 00:07:12.590 You can check the box, 125 00:07:13.070 --> 00:07:15.330 next to a number of tickets, 126 00:07:16.830 --> 00:07:19.650 or just one ticket to add a tag. 127 00:07:20.270 --> 00:07:22.294 You have several Calvin, 128 00:07:22.975 --> 00:07:25.955 actions to choose from here in this drop down. 129 00:07:26.895 --> 00:07:30.675 So you can assign it to yourself. You can reassign to another person. 130 00:07:31.615 --> 00:07:34.835 You can mark it as red so that someone knows that you've seen it. 131 00:07:35.659 --> 00:07:39.120 So lots of options from this drop down. You can also delete tickets. 132 00:07:42.699 --> 00:07:43.919 You have the ability 133 00:07:44.379 --> 00:07:45.599 to modify 134 00:07:46.460 --> 00:07:46.939 or, 135 00:07:47.419 --> 00:07:48.800 customize the views, 136 00:07:49.115 --> 00:07:49.935 so your 137 00:07:50.315 --> 00:07:51.375 tabs up here, 138 00:07:52.075 --> 00:07:56.335 by clicking the three dots in the top right here. And, 139 00:07:58.875 --> 00:07:59.375 actually, 140 00:08:00.875 --> 00:08:05.990 you filter you can filter first, and, then you can choose to save the view. 141 00:08:06.770 --> 00:08:08.150 So if we select 142 00:08:08.610 --> 00:08:09.909 our columns here, 143 00:08:10.610 --> 00:08:13.590 we can select the columns that we want to see, 144 00:08:15.729 --> 00:08:16.629 in our view. 145 00:08:17.414 --> 00:08:22.155 So let's say I just want to pull some of this information out of here. I can click update 146 00:08:22.694 --> 00:08:23.435 and then, 147 00:08:24.694 --> 00:08:26.715 click on my meatball menu here 148 00:08:27.095 --> 00:08:28.794 and click to save view. 149 00:08:29.175 --> 00:08:35.600 You can create a view, and label it and create a view that is private to you, or you can replace an existing view. 150 00:08:36.780 --> 00:08:38.080 So if I go, 151 00:08:38.905 --> 00:08:40.220 Simplero 152 00:08:40.220 --> 00:08:40.720 view 153 00:08:41.260 --> 00:08:44.800 here, and I can make this private to me and I click save, 154 00:08:45.420 --> 00:08:53.504 then way out here, you can see your new view, and it has a little lock icon on it, so that you know that you're the only person that can see, 155 00:08:54.285 --> 00:08:55.665 this particular view. 156 00:08:58.685 --> 00:08:59.185 Next, 157 00:08:59.964 --> 00:09:01.584 up here in the top right corner, 158 00:09:02.100 --> 00:09:04.519 you can enable SMS alerts, 159 00:09:04.980 --> 00:09:06.839 so that you make sure that you get, 160 00:09:07.540 --> 00:09:08.839 alerted with 161 00:09:09.540 --> 00:09:10.680 messages or, 162 00:09:11.540 --> 00:09:12.760 tickets that are submitted. 163 00:09:13.220 --> 00:09:16.040 And, you can set a default assignee 164 00:09:16.865 --> 00:09:17.445 if someone is 165 00:09:20.225 --> 00:09:21.524 managing your tickets. 166 00:09:23.985 --> 00:09:29.125 You can create a ticket on behalf of the contact, so you can start a conversation with the customer 167 00:09:30.060 --> 00:09:31.200 using this tool. 168 00:09:33.340 --> 00:09:40.320 And you can set up custom macros. So if if there's something that you're responding to 169 00:09:40.700 --> 00:09:44.160 on a, regular basis and you're providing the same answer, 170 00:09:44.954 --> 00:09:47.615 you can create a canned response 171 00:09:48.394 --> 00:09:49.295 so that, 172 00:09:49.755 --> 00:09:54.175 all you have to do in your ticket when you submit a reply is 173 00:09:55.915 --> 00:09:58.095 select this macro icon, 174 00:09:59.090 --> 00:10:02.550 and you can choose from the, the macros that you've created. 175 00:10:02.770 --> 00:10:06.630 So that inserts the information that you've written out in advance, 176 00:10:07.010 --> 00:10:11.830 and it it helps you move through some of those standard questions a little bit more, 177 00:10:12.290 --> 00:10:12.790 quickly. 178 00:10:13.568 --> 00:10:14.068 Alright. 179 00:10:14.448 --> 00:10:16.148 I hope that helps. Thanks.