In the next month, we’ll be making some changes to the way we do support that should help us provide you with improved support. Here’s a quick overview of what you can expect.
The biggest change is that we’ll be setting up a new community oriented support site with Zen Desk. On this site you’ll be able to search to see if someone has already asked your question and if it’s already been answered. If it hasn’t been answered then you’ll be able to submit your question directly to our support staff. If we think the answer will help other users, we’ll add it to the forums section of our Zen Desk site.
For those users that have been part of our Get Satisfaction community, we’ve taken all your wonderful questions and ideas over to Zen Desk. Zen Desk works a little differently, but we hope you’ll find it intuitive. While it doesn’t have all the community features that Get Satisfaction does, like voting ideas up and down, we think that we can use it to provide better support overall. It will be possible to comment on ideas and other articles though. Also, one major bonus of Zen Desk is that we’ll have a single sign on with Sprout Builder, which means that you won’t have to log into Zen Desk once you’ve logged into Sprout Builder. We hope this will save you time when checking in to see the status of your support requests. Finally, you can also subscribe to forums and support pages via an RSS Feed using Zen Desk, so if you’re interested in a particular topic you can have that information come directly to you!
In terms of support within the Sprout Builder platform, things will remain largely the same. The “help” button will bring you to the support area on the Sprout website which includes product documentation, tutorials, tips and tricks, FAQs and release notes, and more.
We hope these efforts will make your lives easier and we look forward to your feedback.
-The Sprout Team
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