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SympoQ - Customer support made simple

SympoQ makes it easy for agile teams and startups to provide customer support to their customers without repetitive, manual work. It allows simplified set up and implementation.

Implementation roadmap

This roadmap outlines the major steps in implementing SympoQ. Performing the following steps in the sequence recommended here saves time and simplifies the process:

Info

For most of the settings, the default values are added to help you during the initial configuration. If you don't want them, you can delete them and add new values according to your needs.

1. Perform basic settings

   1. Site appearance
   2. Date/time localization
   3. Site access
   4. Login page

2. Organize tickets and request's submission

   1. Ticket Queues
   2. Submission Topics
   3. Submission form fields: text fields, date, list of values, flip switches

3. Register users - create users' accounts and add their permissions

   1. Review User management capabilities
   2. Support staff - Agents
   3. Customers and Customer groups.

4. Set up e-mail communication

   1. E-mail notification templates
   2. Enable e-mail forwarding

5. Automate processes

   1. Request submission
   2. Scheduled actions
   3. Notifications
   4. Intelligent solutions
   5. Canned replies

6. Perform advanced settings

   1. Ticket tags
   2. Customers' Self-registration settings

7. Organize Knowledge Base categories, grant access, and write articles.

Planning and deployment

To set up a customer support system that reflects your service and support structure, you need a good understanding of that structure and the customer support processes.

First try answering the following questions:

Information recording and tracking

• What information do you want to record and track for each issue and support ticket?
• Do you manage and coordinate issues and requests into ticket queues? SympoQ allows you to define multiple ticket queues and record issues into queues based on different criteria.
• How do you categorize issues?
• Do you want to provide different views of the issue data?

For example, do you want a summary view optimized for fast logging issues and categorizing problems, and a detailed view for recording things such as how the issue was resolved?

Business processes

• What is your customer support process?
• Can you represent the path of an issue through the process as a sequence of steps, or decisions, such as New, Working, Waiting, and Solved?
• Who should have permission to make each decision? Who will be responsible for carrying out each step in the process?
• Do you need e-mail notifications to enforce ownership and accountability when requests and tickets are submitted or solved and who needs to be alerted? What kind of data notification message should contain?

Roles and responsibilities

• What are the different roles and responsibilities of your customer support staff (such as support analysts and group leaders)?
• Can you divide customers and their users into groups?
• Do different groups have different requirements for the system? Do you need to restrict access to the system based on specific preferences of your customers and their users?

For example, you probably want to give them limited access to the system so they can send new requests and keep track of their status. Support staff, on the other hand, require higher access to the system.