HelpDesk and Support

The Customer Service Portal is a self-service portal that can be accessed at (Shotflow1.freshdesk.com)

TABLE OF CONTENTS

• Creating New Tickets
• Ticket Types:
• Ticket Status

Creating New Tickets

Clients can create tickets on the portal or by emailing us directly at support@shotflow.com. On the portal, you can check your ticket status and sort them by the ticket status(Open/Pending, Closed/Resolved, All Tickets).

To enhance Accountability,accurate tracking and reporting of request, consistent communication and faster resolution. we do not encourage users to email individual ShotFlow team members on support related requests. Please use the designated support channel.

Ticket Types:

Each ticket submitted to the Help Desk will be evaluated to determine the appropriate response. Generally, tickets are divided into the following categories:

1. Confirmed Bug: If any of our products are not working as expected due to a new version release, report to us, and we will advise on a possible workaround or fix. These are directed to the Development team for resolution.
2. Feature Request: These tickets are forwarded to Product Management for thorough review and consideration.
3. Configuration/Change Request:Technical Account Managers takes charge of these tickets, evaluating requirements, estimating necessary hours, and sending a response to the client for approval before proceeding.
4. Training Issue (Requiring Knowledge): Tickets related to training concerns are routed to the Technical Account Manager or designated Training contact for effective resolution.
5. Question: General inquiries are typically managed by the support team, unless they reveal a bug, request for a new feature, or a configuration change, in which case they are directed accordingly.

6. Client Side Issue: If a ticket pertains to issues on your side, our support team will collaborate with you to diagnose and resolve the matter, ensuring seamless usage of our product.

7. User Seats/Modules/Connections: Concerns regarding user seats, modules, or connections are promptly addressed by our support and sales team. We ensure your licensing and setup align with your needs.

8. Beta Testing: This is reserved for users who would like to test un-released versions of our Platform/Mobile App/ShotFlow Capture allowing us to refine our product based on your insights.

By categorizing and routing tickets, we're committed to providing you with the most relevant and efficient support. This approach ensures your inquiries are addressed by the appropriate experts, leading to quicker resolutions and an improved customer experience.

Ticket Status

A ticket submitted to ShotFlow Support may go through different statuses until it is resolved satisfactorily. The list below shows the possible statuses and their meanings:

• Being Processed: The ticket has been opened or updated and is being reviewed.
• Awaiting Your Reply: Further information is needed from you before ShotFlow can take action.
• Working: ShotFlow is actively working on your issue or request. 
• Backlogged: The request has been logged and a potential solution has been identified, but a timeline for implementation is not yet available.
• Closed: A resolution has been offered; the client requested closure.