The Help & Support Tickets section is the final part of our Socialmate software, designed to assist you if you encounter any issues, have questions, or need further guidance while using the app. Here, you can easily submit a support ticket detailing your problem or inquiry, and our dedicated team will address your concerns promptly. This section ensures that you have a reliable way to resolve any challenges, allowing you to make the most out of Socialmate’s AI tools for content creation, image generation, and voice creation.
The Help & Support Tickets section is your go-to resource for resolving any issues, answering questions, or getting assistance while using Socialmate. It contains three sections, which are:
1- Need Help? – Here, you can submit your question and open a ticket to receive answers to your inquiry.
2- Support Tickets – This section displays all open tickets, allowing you to track your requests until they’re resolved.
3- News & Notifications – Stay informed with notifications and updates about the software, including relevant news for you as a user.
Now, let’s go through each of these three sections in detail to understand how we can use them to our advantage.
1- Need Help?
As mentioned above, this feature is designed to allow you to submit your questions and open a ticket to receive answers to your inquiries. Let’s click on the “Create Support Ticket” button to get started.
After clicking on “Create Support Ticket,” a new window appears:
Here, you’ll find details for each ticket you open, including Ticket ID, Status, Category, Subject, Priority, Creation Date, Last Update Date, and Actions. To begin, click on the “New Support Ticket” button.
Upon clicking the “New Support Ticket” button, a new window opens with a table of required fields for you to fill out.
Let’s go over each field and explain how to fill them out:
1. Support Category:
The Support Category allows you to specify the nature of your inquiry, ensuring it is directed to the appropriate team. Available options include General Inquiry, Technical Issue, Billing Issue, Improvement Idea, Feedback, and Other, enabling a streamlined support process tailored to your needs.
2. Support Priority:
The Support Priority field enables you to indicate the urgency of your ticket, helping our support team prioritize responses effectively. You can choose from four levels: Low, Normal, High, and Critical, allowing for a tailored approach based on the importance of your issue.
3. Subject:
The Subject field allows you to provide a brief description of your inquiry, summarizing the main issue or question you have. This helps the support team quickly understand the context of your request and respond more efficiently.
4. Attach File:
The Attach File option allows you to upload relevant documents or images related to your inquiry, such as screenshots or files in JPG, JPEG, or PNG formats. This feature enables you to provide additional context, helping our support team address your issue more effectively.
5. Support Message:
The Support Message field is where you can provide a detailed description of your inquiry or issue. This is your opportunity to explain the situation clearly, allowing the support team to understand your needs and respond appropriately.
6. Send button:
The Send button is used to submit your support ticket once you have completed all the required fields. By clicking this button, your inquiry will be sent to the support team for review and assistance. You also have a Return button that allows you to go back and cancel your request if needed. This provides flexibility in case you want to make changes or decide not to submit your ticket.
Implementation
Now, let’s complete those fields and submit an inquiry to see how the process works.
- We will select “Technical Issues” in the Support Category field.
- We will select “Critical” in the Support Priority.
- In the Subject field, we will write “Inquiry on Using AI Images”.
- We will upload a PNG Screenshot in the Attach File.
- In the Support Message, we will write:
“Dear Support Team,
I would like to inquire about how to effectively use the AI Images feature within the Social Mate application. Specifically, I am interested in understanding the steps involved in creating and customizing images, as well as any tips for maximizing the quality of the output. Thank you for your assistance!
Best regards,“
After clicking the “Send” button, a message will appear confirming that your ticket has been successfully sent to the Socialmate team. You will then be redirected back to the previous window, where you can view the details of your open ticket.
You will also receive an email confirming that your ticket has been successfully sent to the Socialmate team, along with your Ticket ID and other relevant information.
Having explained how to submit a ticket, let’s now move on to the second section, “Support Tickets,” to see how your ticket will be displayed and how you can track its status until it is resolved.
2- Support Tickets
As mentioned earlier when we briefly covered the three sections of Help & Support Tickets, we touched on “Support Tickets” and how this section shows all open tickets, enabling you to monitor your requests until they are resolved.
As you can see, upon returning to the dashboard, we can find our ticket listed in the “Support Tickets” section.
Now, if we click on our ticket, a new window will open.
In this window, you will see our ticket displayed in a conversation format. You have the option to provide additional details or upload screenshots, and then simply wait for the Social Mate Support Team to respond. When they reply, their message will appear below yours. Just follow their instructions in the reply, and your problem will be addressed. If the issue isn’t resolved, you can continue the conversation with them until a solution is found.
Now, if you return to our Dashboard in the “Help & Support Tickets” section, you will see that the status of your ticket in the “Support Tickets” section is marked as “Replied.“
In conclusion, the Support Tickets section provides a streamlined way to track the status of your inquiries within the Social Mate application. By allowing you to see whether your tickets are open, replied to, or resolved, this section ensures effective communication with the support team. Utilizing this feature helps you stay informed and engaged in the resolution process, making it easier to address any issues that may arise.
3- News & Notifications
As mentioned earlier, “News & Notifications” keeps you updated with important notifications and software updates, including relevant news tailored for you as a user.
Currently, there are no news or notifications, but in the future, be sure to keep an eye on this section to stay informed about the latest updates and announcements.
In conclusion, the Help & Support Tickets section is an essential resource for effectively managing your inquiries and support requests within the Social Mate application. By submitting tickets, tracking their status, and communicating directly with the support team, you can ensure that any issues are promptly addressed, allowing you to make the most of our AI tools. If you have any further questions or need assistance, don’t hesitate to reach out!
