Your start with SimpKo

In order to get up and running with SimpKo as quickly as possible, you'll find an overview of various steps and settings to start your support successfully. Content of this article:

Manage Languages, Enable multilingual Notifications to Requesters

The two system languages German and English are available for the user interface, system generated messages and notifications to agents. If only one language is required, the unwanted system language can be deactivated.
In addition to the system languages, support languages allow you to adapt your support to the language of your customers/requesters. This means that automated notifications are sent in the customers' language, provided you support these languages and have translated the notification content. German and English are also enabled as support languages by default. Additional languages can be added as support languages.

Additional information: System and Support Languages Manage Languages Multilingual Capability Notifications

Settings Roles for your Users

Roles and role-related permissions define what users can see and do in your SimpKo instance.

Think about the roles your users need to be able to do their jobs done.

There are three predefined default roles available to you - the system, admin and agent roles.

The System role includes user and account management permissions. The system role is assigned to the person who creates an SimpKo account.
The Admin role includes permissions to configure and manage your SimpKo support.
Agents communicate with your customers and help resolve support requests on behalf of your company.

You have the option to customize the existing admin/agent role and/or create additional roles if necessary. You can assign one or more roles to your users.

Additional information:
Roles
Permissions Overview
Users

Configure Groups

Groups are used to organize your agents and support requests. There are no default groups in SimpKo. All tickets received in your helpdesk are retievable and visible for every agent. For efficiency, you can create groups and assign your agents to them (organize them in them) so that the agents can only see the tickets assigned to their group. Agents can be assigned to a single group or to multiple groups.

Additional information:
Groups and Assignment of tickets to groups
Users and Assignment of groups to users

Define Ticket Properties - Status, Priority, Type, Ticket Tags und Custom Ticket Fields

In addition to groups, define other properties that you want to store in tickets. These properties enable you to collect, categorize and prioritize ticket information and integrate it into reports.
For each property there is the option of adding new property values and/or adjusting or deleting the values predefined by the system.

Additional information: Ticket Properties

Status - as a display of the processing state of a ticket
Status values can be freely defined. To maintain the system functionality, certain types of usage must be linked to status values. Therefore status values are already predefined, but can be changed:

Usage type	Meaning	assigned Status value
New Ticket	The ticket has been created and has not yet been assigned to an agent.	New
Ticket Assignment	The ticket has been assigned to an agent who is working to resolve it.	In Progress
Resolve Ticket	All questions were answered and a solution was offered.	Resolved
Close Ticket	The requester is satisfied with the offered solution.	Closed

Additional information: Status

Priority - to indicate the importance of tickets
The following predefined priorities are available: Low, Normal, High, Critical.

Additional information: Priorities

Ticket Types - are used for categorization
Question and Problem are available as predefined ticket types.

Additional information: Types

Ticket Tags - to provide tickets with additional information
In addition, ticket keywords can be assigned to canned replies, which makes it easier to select the right reply when editing tickets. There are no ticket tags specified by the system.

Additional information:
Ticket Tags
Canned Replies

Custom Ticket Fields - to collect additional data about tickets in addition to the basic properties listed above
Consider what additional information is useful for solving tickets or you want to include in reports/statistics.

Additional information: Custom Ticket Fields

Add Users (Agents, Administrators etc.)

After you have defined the roles you need for your helpdesk, their permissions, and decided whether to use groups for organization, it's time to add your users. Newly added users will receive an account invitation with an activation link via e-mail.

Additional information: Manage Users

Set up Communication Channels and Support Addresses

The core of your helpdesk are the channels you use to communicate with your customers. You determine which channels you offer your customers for requests to your company. Each incoming request via a configured channel automatically becomes a ticket.
With your registration at SimpKo you will receive an e-mail address for your customer communication. However, you can continue to use existing addresses and/or add any number of additional addresses. After configuring your e-mail addresses accordingly, all e-mails sent to these addresses become tickets in your SimpKo Helpdesk.

Additional information:
Communication Channels - general Information
E-mail Channel

Customize Notifications - Branding

By means of Notifications your customers, agents and groups will be informed about various events happening in your helpdesk, such as ticket creation, ticket reply, etc. In your SimpKo helpdesk, you will find default notifications with universal texts that you can use right away or customize to your business.
Each e-mail notification is composed of a text block (the content of the message) and a template to create an e-mail. The sending of all notifications is automatically controlled via rules.
You have the option to set up notifications per communication channel (i.e. for each e-mail address you have configured for support requests). You can create a custom template per channel with company logo, signature, and footer text. If you also want to create channel-specific content, you can do so via notifications rules. In addition, using placeholders allows you to add dynamic content and personalize your notifications.

Additional information:
Notifications - general Information
Templates
Text Blocks for Notifications
Placeholders to add dynamic content
Rules

Create Automations

The automation features Canned Replies and Rules give you the ability to efficiently design your support process. These features can reduce redundant activities and save working hours.
Define reply templates for quick replies to tickets that also ensure consistency in communication. Set rules for sending your notifications, automating administrative tasks, or distributing the workload through automated ticket assignment.

Additional information:
Rules
Canned Replies

Set up Ticket Views

A Ticket View is used to list the tickets categorized by filter conditions in an overview from which tickets can be managed and edited. With ticket views, you determine the criteria by which tickets are listed and the results can be filtered and sorted. Consider how you want to classify tickets in your helpdesk. SimpKo provides you with predefined views that you can modify and there is also the option of creating additional required ticket views.

Additional information:
Ticket Views - general Information
Managing Ticket Views
Ticket Overview