Overview
We are excited to announce a significant upgrade to your support experience with us. As part of our ongoing commitment to providing exceptional service, we are transitioning to a modern, robust platform designed to streamline your interactions and enhance support efficiency.
With the new SmartSimple Support Hub, you’ll benefit from:
- Easy access to support through your Client Portal
- Real-time help via our new messaging tool and SmartSimple ChatBot ‘Tara,’ with the option to connect to a live specialist
- Comprehensive request management and visibility into all your support requests
- Powerful search capabilities to quickly find past conversations and solutions
- Improved collaboration features, including seamless commenting within requests/tickets
- Simplified request submission and real-time progress tracking
Accessing the SmartSimple Support Hub
You may access the Support Hub directly from your system by selecting the link located under the Support Menu. This will direct you to your personalized SmartSimple Support Hub landing page.
[Screenshot 1: Client System Support displaying the link to click]
[Screenshot 2: SmartSimple Support Hub Landing Page]
Messaging Tool / Live Chat
Real-time assistance is readily accessible. Our new in-app messaging feature allows you to start a conversation with our SmartSimple ChatBot, "Tara," with the option to escalate to a live support specialist if needed. Tara is integrated with our comprehensive Support Hub article library and serves as an excellent resource for any SmartSimple-related inquiries.
[Screenshot 3: Tara, our new AI-powered Chatbot]
Your Support Requests
You will have access to a comprehensive list of your open, solved, and historical requests/tickets. The list views are designed to help you efficiently locate relevant support conversations.
[Screenshot 4: Annotated view of open, and solved requests]
Request Search Functionality
The SmartSimple Support Hub provides robust search capabilities, allowing you to easily find past requests using keywords, request IDs, or filters such as status and date.
[Screenshot 5: Search Requests]
Request Comments
The former “Notes” feature has been replaced by comments within the Support Hub. You and your team may collaborate directly within requests alongside your support team.
[Screenshot 6: Request Comments]
Submitting a Request
The new request/ticket submission form is user-friendly, featuring dropdown menus and fields that assist in categorizing your request for expedited processing. You may attach files and provide additional context directly within the form.
[Screenshot 6: Submit a Request - form]
Tracking Progress
You will receive automatic email notifications as your request progresses. Additionally, you may log in to monitor request statuses, responses, and resolution timelines in real time.
[Screenshot 7: Track status]
Explore Topics
All announcements, news updates, detailed documentation, and frequently asked questions are easily accessible in one convenient location. This comprehensive resource hub is designed to provide you with quick and efficient access to the information you need. Additionally, the platform includes an advanced AI-enabled search feature. This intelligent tool assists you in pinpointing the precise content you are seeking by understanding your queries and delivering relevant results. Whether you have questions about the platform’s features, need troubleshooting guidance, or want to stay informed about the latest updates, this AI-powered search will help you find accurate answers swiftly and effortlessly..
[Screenshot 8: Search, Access Announcements & News, and Support Hub]
AI-Enabled Search Bar
Any question you have can be entered into the Support Hub Search Bar. When you do this, a Quick Answer will be generated instantly. This answer is created by analyzing the full contents of our extensive knowledgebase, ensuring you receive the most accurate and relevant information available to help resolve your query efficiently.
[Screenshot 9: Search, Access Announcements & News, and Support Hub]
Helpful Links
Quick access to our comprehensive collection of valuable resources, including:
Compass
Join Compass to engage with the philanthropic community. Participate in discussions, access resources, exchange ideas, and more.
SmartSimple
Our homepage to simplifying grants management with AI-enhanced workflows designed to improve efficiency.
Events
Facilitating meaningful connections and enriching experiences. Learn, share, and explore alongside us.
Idea Lab
A platform for your ideas and suggestions to assist us in continuous improvement.
Contact Support
Please do not hesitate to contact us; we welcome your feedback and inquiries.
[Screenshot 10: Helpful Links]
How SmartSimple Essential Support Works
SmartSimple Community Essential Support is here to provide first-level support for clients and handle the initial review of issues to decide if they need to be passed along to an industry or technical specialist within our organization.
The Essential Support Team is available to assist you with the following:
- Gaining access to your organization’s SmartSimple system, including assistance with password recovery
- Utilizing all standard features, variables, and functions offered on the platform
- Providing guidance and resources for further learning on SmartSimple
- Escalating any issues identified within the platform
- Directing your requests to the appropriate department
The Essential Support Team is generally unable to provide direct assistance with the following:
- Organization-specific internal processes
- Industry-specific or program-related inquiries
- Complex technical or development-related issues
- Configuration or other build-related tasks
- Personalized or customized platform training
If you have questions in these areas, your request will be directed to the right industry or technical specialist.
No matter the situation, you’ll receive a ticket number and a confirmation email—even if your issue is resolved right away. If it can’t be fixed immediately, the Support Team will continue to manage your request, even if other specialists get involved.
Ticket Service Levels
Service levels help us classify and handle each support ticket based on how severe the impact is.
| Severity | Description | Example | Support Process |
|---|---|---|---|
| High | Main features are unavailable for a user. | The system is down, or a core feature isn't working as expected. | Support will investigate and either help resolve the issue or escalate it as needed. |
| Medium | Some system features aren’t working, or urgent configuration changes are needed. | For example, payment activities aren’t saving. | Support will find the cause and provide a solution or guidance. |
| Low | General questions about configuration or usability requests. | For example, making a report exportable. | Support provide guidance around configuration changes and validation. |
Contact Information
Every SmartSimple client receives Essential Support as part of their annual subscription.
Support is available Monday–Friday, 7:00 a.m.–6:00 p.m. (provider’s local time). Our support team is here to help you find answers quickly, with real people ready to assist by phone, email, or live chat.
- Phone Support (Toll-Free): 866.239.0991
- Email: support@smartsimple.com
What Other Support Options Are Available?
Along with the Support Hub experience, SmartSimple provides several resources to help you learn more and get the most out of the platform.
- Online Training Sessions: Sessions are available at Basic, Intermediate, Advanced, and Open levels. Contact the Support Team for schedules or to arrange custom sessions.
- Mobile Support: Onsite assistance can be arranged if trends show your organization would benefit from in-person help.
- Custom Configuration: Our Professional Services Team is prepared to work directly with you on platform-related development initiatives, customized to meet your unique requirements. Please contact our Support Team to initiate your new project.
Premium Support
With SmartSimple’s Premium Support Services, you'll have a Dedicated Support Representative (DSR) who manages all your support requests and gets to know your SmartSimple system well. Premium Support also includes optional monthly calls with the Client Success Team to discuss system features, training, and configuration.
Essential Support is included in all Service Level Agreements, but Premium Support offers more access and services.
| Item | Technical Community Support | Premium Support |
|---|---|---|
| Live Agent | Rotational support team | Named Dedicated Support Representative (DSR) |
| Director-Level Access | Upon request or escalation | Regular meetings and on-demand consultations |
| Configuration Services | Additional fee | Included (up to 4 hours per request) |
| Training | Additional fee | Included (up to 3 hours per quarter) |
| Fee | Included in licensing | Contact your Account Manager |
If you’d like more details about Premium Support Services, please reach out to your Account Manager.