Support Portal Guide for Customers

Overview

This guide will get you started with:

• How to create tickets for our support
• Our portal knowledge base and how to use it.

 

General

Zendesk is a Help Desk software helping streamline customer support with time-saving tools like triggers and automations. It’s intuitive, built with the experience of customer service and support desk agents in mind

Signing In

Sign-up

1. Login URL - https://dooblo.zendesk.com
2. Click on the ‘Sign in’ at the top right corner
   
3. On the bottom left corner click on ‘Sign Up’ link
4. Fill in the information on the following window and click ‘Sign Up’
5. A confirmation email you will be sent to the address specified in order to verify and choose a password. Click on the link and follow the instructions

Login Information

Login URL - https://dooblo.zendesk.com

Click on the ‘Login’ at the top right corner

Enter your user/password

Opening Tickets

The tickets can be opened in 2 methods:

• Send an email to our support mail: support@dooblo.com
• A customer clicks on the ‘Submit Support Ticket’/’Support Ticket’ in our application.

Account Information

Once you are logged in click on the right upper corner on your ‘Account Name’

You will be able to choose one of the following:

• My Activities
• Edit My Profile
• Change password
• Sign Out
  

My Activities 

• Requests –
  • My Requests – List of tickets that you have submitted.
  • CCs – list of tickets that you were cc’d on.
• Contributions -
  • Community Comments – Questions/posts that you have submitted in our community.
  • Articles Comments - List of articles/guides that you have commented on.
• Following – List of articles/Posts that you have asked to follow and get updates on.

Edit My Profile

General information about your account that you can edit.

Change Password

A screen to change your login password.

Working with Tickets

Submit a Request

On the top toolbar click on ‘Submit a Request’ the following screen will show:

Fill in the fields and click ‘Submit’.

Please note: As soon as you type your subject for the request you will be prompt with related topics that might be helpful and answer your issue (see screenshot below):

Managing Requests

On the Activities you will be able to see all the tickets you have submitted.

Clicking on the Export you will be able to view the comment and add a new one.

Knowledge Base

General

You can reach the Dooblo Support Knowledge Base by

1. Clicking on Dooblo Logo 

• A structured search by Categories

2. Starting to search for keywords 

• Free style search

How to use

Option 1 – Free Search

1. In the text box start typing the topic you would like to search about, a list of similar topics will show you can either choose one of them and click ‘Search’ or just click ‘Search’.
2. The list of relevant articles will appear in 2 columns:
   • Knowledge Base – Articles added by the STG Support teams.
   • Community – Comments/Questions added by customers.
3. Each Article found will show:
   • Author of the article
   • When was it added
   • The path to the article

Option 2 – Search By Category

1. Click on one of the categories
2. You will see a list of Sub-Categories and articles.
   • You can always go back to the categories list by clicking on ‘SurveyToGo Support Center’.