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Contacting SingleOps, Support vs. CSM

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Kaitlin Lawton

When to contact Support vs. my CSM?

How Can I Contact my Customer Success Manager (CSM)?

How Can I Contact Support?

Tips to get help fast 

 

When to contact Support vs. my CSM?

*Note: SingleOps Support is open from 8AM-6PM Eastern Monday-Friday

CSM Support

Strategy & Goal Setting

  • What KPIs are other companies using for Sales Teams?
  • We want incentivize our crew to make sure they clock in/out of jobs, do you have any suggestions?

Feature Questions / Basic Guidance on Features

  • What does this button do?
  • How do I enable deposits?
  • How can I update my email templates?

Best Practice & Recommendations

  • How should I track job costs in SingleOps
  • Whats the best way to track overhead
  • How do I manage JSA information?

Troubleshooting Issues

  • My report is blank when trying to pull data, can you help?
  • I see an error message when submitting a payment.
  • 500 Server Error

Contract & Renewal Info

  • What is our subscription information
  • When does our contract renew?

Integration & Syncing Questions

  • Why did this invoice sync to QB?
  • What does this QB error mean?

Feature Add Ons & Tier Changes 

  • I'd like to learn more about GPS Tracking.
  • I'm trying to turn on the Production automations, but it says Im not on premier. 

Documentation Questions & Requests

  • Is there a knowledge base article for this?
  • How can I learn more about xyz?

 

Contact Your Customer Success Manager (CSM)?

A Customer Success Manager is your partner at SingleOps. They can assist with strategy, best practices, contract or renewal questions and provide business insights and recommendations. 

  1. Click Screenshot 2023-08-14 at 10.53.34 AM.png in the lower right corner of SingleOps
  2. Under Meet Your Team, you will see your Customer Success Manager
  3. Select Contact Me or copy their email address
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How Can I Contact Support?

Chat

  1. Click Help in the upper right corner of SingleOps
  2. Select Support
  3. This will open the AnswerBot. You can use AnswerBot to search the Knowledge Base Help Center, Get in Touch or Leave a message.  

Submit a Request

  1. Follow link here to Submit a Request
  2. Fill in all requested fields, being as detailed as possible. 
  3. Select Submit, this will create a ticket with our support team.

Email 

  1. Email support@singleops.com
  2. Please provide as much detail as possible!

 

Tips to get help fast 

  1. Be sure to let us know the name of your company displayed in the upper right hand corner of SingleOps.
  2. Include job reference #, invoice #, client name, user details etc. Even linking the example can be super helpful. Include screenshots or a screen recording whenever possible. Be sure to show the entire screen/browser. 

 

 

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