Support Process
All requests for assistance (suspected bugs, configuration issues, training issues, etc.) must be submitted via the Help Desk system (FreshDesk) to create a trackable ticket. These can be submitted via email (no need to complete a form) by addressing the email to: support@shotflow.com. Do not send email to individual ShotFlow team members on support related topics as this will slow the response process.
Each ticket submitted to the Help Desk will be evaluated to determine the appropriate response. Generally tickets are divided into the following categories:
Confirmed Bug - routed to Development for a fix
Feature Request - routed to Product Management for review
Configuration Request - routed to Professional Services to assess, hours are estimated for the ticket, and a response is sent to the client for approval of those hours to complete the work
Training Issue (Needs Knowledge) - routed to Project Manager or Training contact
Question - general questions are typically handled by support, unless a bug, feature or configuration request are the result of the question.
To read more about Help Desk statuses, please click here:
Understanding Help Desk Ticket Statuses
Response times and resolutions are dependent on a number of factors to include SLA's.
Professional Services ( including App Configuration, On-Site Training)
Contact Eric Fulmer to purchase
Training
Every client receives 10 hours of remote training included in the launch of their ShotFlow instance. Training is typically broken out into 1- 1.5 hour sessions and many include the following (this list is not exhaustive and the roles provided are only recommendations. Additional sessions may identified based on client workflow and need. During any remote training session, users may be asked to screen-share, so please be prepared.):
Initial Call (1 hour, first 45 mins all SF users)
Introduction to Support/Training (all users)
How to Submit Help Desk Tickets (via portal or email) (all users)
How to access Knowledge Base (all users)
Discuss additional support resources (Box.com, client specific guides) (all users)
Broad overview of Navigating Shotflow (Please see General Platform Overview below) (all users)
Plan additional training sessions with key attendees (only System Admins)
General Platform Overview
Navigating ShotFlow’s Platform
Creating Favorites (Views, Charts, Reports)
Taking Bulk Actions (Updating, Relating, Sharing, Unrelating, Deleting)
Search Features (Simple, Advanced, and List)
Importance of Roles
Sample Management Training (Sample Coordinators, Merchandise Team)
Moving Samples
Reviewing Historical Sample Tracking Info
Printing Labels (Single and Batch)
Searching for Samples
Assigning Samples to Shipments
Assigning Shipments to Areas for Studio use
Use of ShotFlow's Mobile app, Samples & Styling
Shot List Creation and Shot Assignment (Producers, Studio Manager, Photographers)
Creating a Shot List Template
Creating a New Shot List
Configuration of Capture Module functions
Assigning Shot Lists to Areas
Assigning Shots
Flagging shots for priority
Producer Workflow
*Optional training for Producers
Studio Shoots
Studio Bookings for Talent (Studio and Brand)
Using Calendars (optional module)
User Roles and Permissions (Admin)
Creation of user roles
Setting user permissions
Creating Dashboards for roles
Creating Default Views
Reporting and Views (Admin, Power Users)
Creating Reports
Creating Charts
Creating Views
Capture Training (Photographers, Art Directors, Stylists)
Signing In
Admin Menu functions (XMP Panels, Wiping Data)
Syncing
View options (window, selection, status)
Detail View for Shot Lists
Detail View for Shots
Detail View for Products
Detail View for Samples
Product vs Shot Centric
Connect and Capture
Changing Status of Shot
Changing Status of Shot Lists
Filtering Shots
Retrieving Shots
Talent
Style Guides
Overlays
Adding or Cloning Shots
Adding, Removing and Rearranging Products
Drag & Drop
Offline Capture
Once basic training has been completed, ShotFlow recommends an End-to-End session that includes all ShotFlow users. ShotFlow Support will be "over the shoulder" of the users as they walk through the entire process from start to finish within ShotFlow. ShotFlow Support will address any questions during this time, but the users will "drive" the workflow session. ShotFlow uses Zoom for training sessions and they are recorded, unless clients prefer to use their own meeting software; in which case, ShotFlow will not have the ability to record, so it will be the client's responsibility to do so.
Support Tools
In addition to training sessions and access to the General Knowledge Base and HelpDesk, ShotFlow support utilizes several tools that not only facilitate the trainings, but offer additional support after training has been completed.
- Training sessions may be recorded and stored on Box.com (if using ShotFlow meeting credentials). Shared links to sessions are available for client review/download.
- Workflow Documents (stored on Google Sheets) will be provided as Excel documents to clients throughout the training process. The workflow documents are expected to change (inclusion/adjustment of precise steps or views), so they are periodically iterated and provided to clients. A final workflow document will be provided upon the completion of training.
- If the purchased support package includes Client Specific guides or videos, Knowledge Base Articles and/ or videos are created using client specific workflows, screenshots and screen recordings. These guides and videos are housed in the Client Folder in the Knowledge Base and will only be accessible to users within the Company.
- ShotFlow event and announcement videos can be found here: https://vimeo.com/user144080180
A checklist for training sessions and Final UAT is available for review by clicking on the title below: