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]
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The former “Notes” feature has been replaced by comments within the Support Hub.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, documentation and FAQs are readily accessible - including a search feature that will help identify the exact content you are looking for.
[Screenshot 8: 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 9: Helpful Links]