Direct Support Package for Clients

As an agency, you may want to be the main point of contact when your client runs into issues—or you may not have the time to be that resource. Configure direct support as an option for your clients.

For $99 per month, Direct Support allows for your clients to submit tickets directly to Lead Gen & CRM's support team, so you do not have to be involved in that process.

Lead Gen & CRM boasts one of the best support teams in the marketing automation industry. With an average response time of less than 30 minutes, Lead Gen & CRM Support provides expert and comprehensive troubleshooting.

This article will explain what Direct Support offers your clients and how to set it up within your agency account.
 

This article applies only to Agency clients. For individual accounts, please return to the knowledge base.

Managing Direct Support Settings

You can turn on or off Direct Support for your clients in several different ways:

• On the Client Configuration page
• Through the Services and Allowances page
• Through the Manage Clients menu

On the Client Configuration page

To turn on Direct Support settings on the Client Configuration page:

1. From within your Partner Agency account, click    User Menu > Settings in the top toolbar or    Settings in the bottom left corner of the page.
   
   Important: When using billing features, Direct Support is disabled by default when you add a new client.
    
2. Click Manage Clients, located under Agency Tools in the left panel.
3. Click    Options > Client Configuration next to the desired client's name.
   
   
   
   
4. Set the Direct Support toggle to either On or Off.
   
   
   
   
5. Click Save.
   
   
   
   Note: Direct Support charges will be reflected as the Direct Support Fee entry in the Amount you will make on this client table.

Through the Services and Allowances page

To update Direct Support through the Services and Allowances page.

1. On the Manage Clients page, click Options > Services and Allowances. 
   
   
   
   
2. Set the Direct Support toggle to either On or Off in the Services and Allowances Manager table.
   
   Note: You can also use this page to set the allowance for other services to limit client's monthly usage and possible product charges.
   
   
3. Click Save.
   
   

Through the Manage Clients menu

To update Direct Support through the Options menu:

1. On the Manage Clients page, click the  three-dot menu next to the client’s name and click Enable Support Plan to turn the service on, or Cancel Direct Support Plan to turn the service off, as needed.
   
   

Special considerations

When setting up Direct Support, consider the following:

• If you are not using billing features, then Direct Support is enabled by default when you add a new client. It will stay enabled until you manually disable it. Be sure to disable Direct Support for clients if you do not want to be charged.

• The cost for Direct Support is billed to your agency. It is NOT automatically passed on to your clients.  If you wish to recoup the cost of the service from your client, you will need to either adjust the price in the “How much will you charge this client?“ field or add the cost as a separate line item using the “Agency Services” field on their Client Configuration page.

• Direct Support is billed to your agency whether the client uses the service or not.

• Direct Support is available for trial users. New clients who have signed up for Lead Gen & CRM's free trial will have access to Direct Support for free during their first month if it is turned on.

• Clients can do many things with Direct Support. With Direct Support, clients can:
  
  

  Submit support tickets Submit feature requests

  Access the Virtual Classroom Call Lead Gen & CRM's Technical Phone Support line

   

Questions?