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 detail 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 clients, please return to the help center home page and search for another article.

Managing Direct Support Settings

You can turn on Direct Support for your clients through the billing platform.

To turn on Direct Support settings, do the following:

1. 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.
   
   
   
   

Direct Support charges will be reflected as the Direct Support Fee entry in the Amount you will make on this client table.

Managing Direct Support via Legacy Settings

Users who are not yet set to use the billing platform can still modify Direct Support settings. To turn on Direct Support for your clients through legacy configuration settings, do the following:

From Client Configuration next to the desired client's name. Set the Direct Support toggle to either On or Off in the Services and Allowances Manager table. Select one of the following in Billing Options:

• Charge agency's card
• Charge client's card

Important: 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.

Special Considerations

When setting up Direct Support, consider the following:

• Clients can be charged directly. In order to charge the client directly, there must be a credit card already on file within the client instance.
   
• Clients can see the cost. The $99 cost associated with Direct Support is in a client's Billing Plan Summary.
   
• 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?