Support Emails
Clients can email support@silvertoad.co.uk or submit a ticket through our HelpHub https://helphub.silvertoad.co.uk/support/
Tickets received both via email and HelpHub get automatically added to our support desk:
https://silvertoad.freshdesk.com/a/dashboard/default > Click the agent login
Keep this pinned and check it every morning. Please ensure ticket responses are always sent through the Support System so we can track their progress and refer back to them if needed.
Once in the dashboard, go to Unresolved. Keep it on this tab as it has only active tickets. On each ticket, if you click into it, you’ll see properties -it’d be great if you could ensure these are always properly filled out.
Customers don’t use the client side very often, as they only see a link to their own tickets, but for reference it looks like this: https://silvertoad.freshdesk.com/public/tickets/76ff1079e9e54486123b0af809c7c3ec3652df571308c74af92f02aa2347a264
Status – the terms you see in here are different for customer facing.
The Add Note button allows you to add a private note the customer won’t see, but development team can. Merge can be used to merge two tickets together if they’re about the same issue.
If you’ve provided a solution to the ticket, please firstly get confirmation from the customer that it’s fixed / they’re happy, and then mark the ticket as Resolved. Please don’t mark it as closed unless it’s spam.
Resolution times – we have a Service Level Agreement (SLA) in place for all our clients, and support tickets need to be responded to within those times – the only exceptions are where it’s out of hours. There is an out of hours option for the client to select, but they will pay extra if they choose this.
We will get emailed when tickets are overdue!