Earlier this spring we rebuilt our Customer Support tools from the ground up. We wanted more data control and customization options than our previous system provided us. We also wanted a framework we could build around in order to provide the best possible level of service and user experience for our customers.
The new portal gives us in Support the chance to “eat our own dog food” by controlling access with Symplified’s products. We also now use Zendesk to manage our support tickets and knowledge base articles. No account is needed to browse the public articles, but customers need to log in to create, view and update tickets, as well as access some proprietary articles.
One of the greatest improvements made in the switch to Zendesk is the usability of the knowledge base. Anyone can now access our public forums at https://support.symplified.com/forums without an account or having to log in. You can use the Search box at the top of the page to find the information you are looking for or feel free to just start browsing for information on topics like configuring a certain type of user store or what a specific error message means.
Currently, customers can access one application from Zendesk, so the utility of Single Sign-On (SSO) may be forthcoming for some. But with the solid foundation this new system gives us to build upon, we plan to add more services to the portal as we move forward and provide SSO to both ticketing and administration tasks.
From the launch of our new portal to our recent completion of a SOC 2 audit, we hope you see our unwavering commitment to customer satisfaction. If you have any suggestions for how we can make your experience even better, please let us know.