Zoe and the Support Hub

Unifyr Support
Unifyr Support
  • Updated

Overview

The Support Hub helps you get access to the information and services you need from a single location. In the Support Hub, Zoe, your digital assistant, can help you with any of these tasks:

  • Asking a question
  • Accessing our Academy sites to browse for help
  • Logging in to CustomerONE to access training resources
  • Viewing and creating requests for Support, Services, Business Intelligence, or Partner Enablement
  • Invoking a Chat session with an agent
  • Contacting Customer Success
  • (Gold, Platinum, and Diamond customers) Scheduling a Support or Concierge meeting, or connecting with a TAM (Technical Account Manager) 
  • (Platinum and Diamond customers) Scheduling a meeting with Operations Management
  • Submitting a request for a product enhancement or a new feature, or providing product feedback
  • Accessing our product Release Notes

To access the Support Hub, click the icon in the lower right corner of any Unifyr Admin page.

admin_support_hub_new.gif

Before You Begin

The Support Hub is available to anyone who is logged in to Unifyr Admin.

If you're a Gold, Platinum, or Diamond customer, and want to access premium services such as the Schedule a Support Meeting, Connect with a TAM, or Operations Management options, you must be logged in with an email address from a CustomerONE account that is subscribed to the Gold, Platinum or Diamond Support Tier, as appropriate.

If you need more information, submit a request to your Unifyr team.

Contents

Click on the + to expand the instructions for the desired task.

Navigating the Support Hub

When you launch the Support Hub, Zoe provides five options for you to choose from - Knowledge Base, Create or Update a Request, Connect with a Person, Product Enhancement, or Recent Software Updates.

Select the required option. What happens next depends on which option you choose.

To go back or navigate to a different option, use the Support Hub's keywords - see Keywords for Navigation section of this article.

Let Zoe know when your request has been completed - click Yes, problem solved. If you need further assistance, click No, I still need help.

Option Actions
Knowledge Base

Three options - click one to access a link to the relevant area:

  • Unifyr Admin Academy - help for configuring Unifyr using Unifyr Admin
  • Unifyr (Partner Portal) Academy - help for navigating and using the Partner Portal
  • CustomerONE Training Courses - training courses and programs
Create or Update a Request

Advice

Support is not able to accept tickets from @gmail.com email addresses. Please ensure that you submit tickets from an email address with your organization's domain. 

This requirement applies to tickets being submitted to any team: Support, Services, Partner Enablement, Customer Programs, Labs, Customer Success and TAMs.

Two options for managing requests and tickets: 

  • Submit a New Request - presents a carousel of teams to which to send a request. Use the left and right arrows to scroll through, then click one to open the contact form:

    • Support - platform questions or functional troubleshooting
    • Services - content creation, portal configuration, data management services
    • Business Intelligence - new/updated reports/dashboards, custom data fields, reporting questions
    • Partner Enablement - partner training, guided tours, open office hours services

    admin_support_hub_submit_request.png

  • View or Update My Requests - goes to a list of your tickets
Connect with a Person

You will be prompted for your name (how you'd like to be addressed) and your email address. Enter these to access the options provided for your account:

  • Chat with a person - connect with an available live agent (during chat business hours - Sunday 6pm EST to Friday 6PM EST)

    If you connect outside of normal chat business hours, or during holidays, you're directed to Create a Support Request in the Unifyr Admin Academy. If you're a Gold, Platinum or Diamond customer, you're also offered options to schedule a meeting.

  • Contact Customer Success - submit a request to Customer Success for strategic or program assistance and contract questions or renewals.
  • Schedule a Support Meeting (Gold, Platinum and Diamond customers) - get options to Schedule a Support Meeting or Schedule a Concierge Meeting. Both of these options direct you to Calendly, where you can find and book an available slot
    • Support Meeting - a Support Team member can help you with technical questions about the platform or discuss a recurring problem
    • Concierge Meeting - a Support Team member can guide you to the right resources for carrying out implementation or project tasks, such as escalating a support case, getting strategic guidance from your CSM, or upgrading a contract

  • Connect with a TAM (Gold, Platinum, and Diamond customers) - get options to Submit a TAM Request or Schedule a TAM Meeting.

    • Submit a TAM Request - submit a request for a TAM's attention
    • Schedule a TAM Meeting - go to Calendly, where you can find and book an available slot

    Technical Account Managers (TAM) are our technical resources in the CS organization. TAMs can help answer questions like these:

    • Are we optimizing our use of existing features?
    • Can you make recommendations based on best practice on how we set up/configure the platform features?
    • We are considering an integration project - who can talk through our requirements with us?

  • Operations Manager (Platinum and Diamond customers) - access Operations Management, a service providing proactive oversight support to all ticketing.

    The Operations Manager is the primary contact, offering existing case escalation, prioritization, and cross-departmental coordination.

    The Operations Manager offers customers a holistic view of cases in action via regular meetings to discuss status and provide feedback.
Product Enhancement A link to our Product Insights form, where you can submit a request for a product enhancement or a new feature, or provide product feedback.
Recent Software Updates A link to the product Release Notes in the Unifyr Academy.

Keywords for Navigation

These keywords represent the three areas of the Support Hub. Use any of them to navigate to a different Support Hub option, for example to change to Knowledge Base from Create or Update a Request, enter knowledge.

Area Available Keywords
Knowledge Base knowledge, training, customerONE, academy
Create or Update a Request request, update
Connect with a Person connect, person, agent, human, calendly, concierge, schedule a meeting

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