Fully Integrated Support Tickets in SuiteDash – Serve Clients Seamlessly with ONE powerful platform!

[Music] hello and welcome everyone this is Mike I'm the founder and CEO of SuiteDash welcome to Academy sessions these sessions are designed to help you by learning directly from experts in our community who have hands-on experience with SuiteDash what makes these sessions special is that they are hosted by SuiteDash experts from our community we've given these experts free reign to develop these presentations based on their actual experiences helping SuiteDash customers just like you and this allows for a truly authentic and practical learning experience each expert brings their own presentation style and perspective and that's what makes Academy sessions so valuable we've entrusted the host to shape the content in a way

That best addresses the common questions and challenges our customers face every day and this approach ensures that the information is not only practical but also deeply connected to real world use cases be sure to subscribe to SuiteDash on YouTube and follow us on all other social media channels to stay up to date on new features announcements and promotions okay that's my intro let's get on with the session today we're going to learn together what the support tickets toolkit is three key advantages of the support tickets toolkit and how to start using the support tickets toolkit in your business today

Some general use cases for the support tickets toolkit includes the handling of customer service requests resolving billing and account related matters and providing product and service support to your customers and your clients what exactly is the support tickets toolkit the support tickets toolkit simply stated is a centralized Hub that helps businesses manage and track customer support requests efficiently and effectively clients can submit tickets through SuiteDash a custom form or their email and your team can follow up with them as the resolution progresses with customizable settings for

Priorities tags and permissions the support tickets toolkit streamlines support workflows and ensures organized and timely issue resolution the first key advantage of the support tickets toolkit is streamlined customer management customizable inboxes priorities and tags ensure efficient organization and tracking of customer inquiries the second key Advantage is the usage flexibility as we know from earlier customers can submit tickets via your portal their email or a custom form providing multiple convenient channels of

Communication the third key Advantage is the customizable support forms that allow us to create and customize the support ticket forms to ensure we capture the correct information for efficient and timely issue resolution to begin our journey in the awesome realm of support tickets we are first going to want to create a support ticket form from the dashboard we're going to head over right over to forms we're going to click on that and while we already have a default support ticket form here we're going to go ahead and create a new one together we can either create a form as you know by clicking the create form

Button or choosing the appropriate form from the drop- down menu below and I'm going to go ahead and I'm going to choose create support form now I'm simply going to name this default form or default support form nothing fancy and then I'm going to set the default as staff submit and the reason why is because sometimes say your client calls you or sends you an email as an example you haven't had the support ticket tool kit set up all the way to to pipe in emails from your clients to the support desk and so as a staff member you'll

Want to have either yourself or your support team submit a support ticket on behalf of your client to get the ball rolling and get the issue resolved if you wanted to for example place a support ticket form on your website or in another area of your SuiteDash portal you would set as default for CRM Target Target in this case now I'm not going to head too deep into the weeds with respect to the customization of the support form however I do want to highlight a couple of key features here first we have the support Fields these are custom Fields specific to support tickets now just like with the contact company

And CRM Target Fields there are also default Fields within this support Fields area as we can see the subject the support body any sort of attachments but there's also inboxes and tags one of the great things about this is say you have specific inboxes set up for specific purposes you have say a billing inbox you have a Tex support inbox and so forth you can set this form up to preconfig which inbox this support ticket is going to be categorized in with respect to tags I would say that it would be a similar functionality however

Getting more granular in the details as an example if somebody say is submitting a support ticket for a website hosting package that they have and for some reason their emails aren't working properly you can create a tag that allows you to designate that tag Within the support ticket and say okay this is in the website hosting inbox with the email support tag as an example now I'm not going to assign an inbox or a tag to this I simply wanted to explain some of those awesome features there and then down here of course we're going to select a roll and a coordinator

And we're not going to assign any circles or anything like that though here is another place where you can sort of preset these inboxes preset these tags and so forth when you create them as you can see I don't have any custom inboxes or custom tags created at this time however we'll go into just briefly in a minute how we can go about doing that as we also see here we have a priority level we can choose and of course customize as well the priority levels for the support tickets that way if something for example is extremely urgent needs immediate attention to go to the higher level it folks

Within our organization then at that point we can just create a form specifically for extremely high priority urgent types of support matters now what you can also do because you can apply these support ticket forms to both known and unknown targets I've seen some SuiteDash users utilize their support ticket form as a sort of kickoff form now that's not necessarily a suggestion that I'm making here that you do that of course you're going to want to follow your own best practices guidelines and so forth within your organization as far as how you're going to be on boarding and communicating with your clientele and or prospective clients however

That is an option that I've seen other SuiteDash users utilize the support ticket functionality for moving right along here I'm not going to go into all of the different things that you can apply to a support ticket form however I will say that you pretty much able to apply all of the different things that you're able to in a kickoff form to a support form thereby amplifying the granularity of processing the support request just as a very brief example you could say create a project generator that is specific to that higher level it support I mentioned earlier with a task template that is assigned to the

Higher level it team that way when a support ticket comes in you have that documented and then the higher level it team is able to go in look at the project all the tasks and begin working right then on whatever the resolution is that needs to be made so with all that in place I'm simply going to save this and I'll just click okay wonderful now we have our default support form and now let's head over to our support desk we're going to head right over here and click on support and

As soon as we open it up we see a couple of things we see our inboxes we see our priorities we see our tags and we see a number of items up here we see unassigned mine assigned and closed all of the support tickets that are not assigned to a particular staff member are going to show right up here all of the support tickets that are assigned to your specific staff account are going to show right here this tab here is going to show all of the support tickets and who specifically those support tickets are assigned to and this closed box shows us what support tickets have been closed and when they have been closed as I mentioned before

We have our inboxes this is our general inbox currently labeled everything now if we needed to create an inbox for specific purposes like as an example website design we would simply go here and click the plus icon we would say website design uh click an icon or choose an icon if you want and save it and you can create as many of these inboxes as you want now when it comes to priorities same exact principle you would simp L click on the plus icon to create

A new priority I'll just label this urgent give it a dark red color to indicate the urgency you can even move these around as you want as well all of this stuff here is customizable you can even go in and customize these default names for the priorities and when it comes to tags same exact thing you want to create a new tag or need to create a new tag we'll go here and we'll say Heroes section websites again as an example I'm not going to put a color you all see exactly what that does now let's

Say you need to as I'd mentioned before open a support ticket on behalf of a client what you're going to want to do is head right up here to this plus icon right next to the three dot menu here we'll get to the settings and all of those things here in a moment but you'll click on the plus icon and they'll go ahead and create a new ticket now I'm going to select a user I'm going to say Bailey Brothers building and loan that's already pre-filled you'll put your subject here and we'll say test subject and I'm not going to put an attachment but I'm going to submit

Submission received wonderful so we're going to exit out of that and already we see that we have an unassigned support ticket meaning this has not been assigned to anybody and underneath the all support tickets as well we'll see the support ticket that we just opened now let's say we need to assign this to a particular person we're going to go here we're going to click on the support ticket itself we see a new window area opening up here and to assign a new support ticket uh status tag inbox and so forth we'll use these icons here now

We'll click on assign e and we'll assign this to me next let's say the status will be pending because let's assume that I haven't seen this yet and let's say this is a normal priority fantastic and we'll say we won't have any tags but we're going to say website design for the Inbox and then maybe I will come in here and I'll add a note adding a new note about their website and you

Can even add this note in the CRM profile of the Target that way when let's say a higher level staff member is looking at all of these support requests they can see what their other staff members are saying regarding the support inquiries I'm not going to do any of that here however I'm just just going to add a note and as you can see this is a new note you can even go in and edit it if you need to this is a new development and you can save that brilliant now I've seen this I've looked at

Their inquiry I've gone in dug into their website and seen whatever it is that they were talking about now I need to reply to them with whatever it is that I found so in order to do that we're just going to go right up here and click this icon next to the note icon which is the reply and add a reply thank you for your inquiry we're on it and we can add a reply as well and of course the client will receive both in their email that they have a new reply to their support request as well as within the portal

Itself they will be notified of the reply to their support request now that we've covered those items we'll briefly go over the setup options and permissions within respect to the support tickets toolkit so from here we're going to head right up here and we'll just click on general settings now we see this fly out menu come at us and as you can see I've pre-filled some of this information essentially the mailbox address that we see here is the mechanism by which the SuiteDash support system connects with your support email address that you provide to the platform you can also Auto BBC for

Example your main email address as well so that when a communication comes into your support email inbox you're also immediately notified you can set the default priorities the default reply settings as well the default assign e and some other default email reply settings such as the signature uh auto replies and when you enable the auto reply as we see here you can say okay the subject is thank you for submitting your support request and your inquiry has been received and you can just save that now when it comes to the permission settings this

Little key icon here you can click on it here and see that you're able to assign roles assign specific staff members or teams maybe you have a support team that is the designated people to handle all of the support inquiries within your organization that's where you're going to assign these teams or assign these particular staff members additionally one thing that we didn't cover as well is the auto reply functionality right here as you can see I have an auto reply set up and basically what this is is when let's say

You have a standard initial reply that you need to just get out there to the client when they've submitted their support ticket they say hey I can't see my domain when I go on Google and so one of the standard replies before diving deeper is asking them to clear their cash and cookies or restart their machine Etc this is where you would do that and all you would need to do to create a new saved reply is just click the new save reply add a subject add the content and you can even use placeholders here

For Ticket subject ticket number all of the different things with the targets the organization the company Etc and we'll just save that now let's say you have a new saved reply that you want to apply to a support ticket that's been opened you'll just go to the support ticket itself and you'll click on the reply button here and you'll go right here to this icon right next to the paperclip you'll click on it and you'll choose which save reply you want to apply to the message and there you see it autop populates of course in the same instance you can reassign this

Support ticket if need be if you have the the proper permissions to reassign the support ticket you can also reset the priority and the status and so forth and you can of course add the reply we hope you've enjoyed today's walkthrough of the support tickets toolkit be sure to leave your comments down below of your favorite part of this walkthr thumbs up the video if you like it and share it with your colleagues so they can learn along with you as always we appreciate the opportunity to consistently serve you and plan to continue doing so well into the future [Music]