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Stretching Support Manager

Since my arrival at Ubersmith three years ago, I’ve been using our Support Manager, and in this time I’ve seen us use it more and more. Not just as our business has grown but also for internal tickets (in addition to external tickets as you would expect) and for functional areas beyond the support function.

Honestly, I’ve been surprised to see how widely we have used the Support Manager and wanted to share what we have been able to do with it in combination with other parts of the Ubersmith suite, along with a range of other products and services that are not made by our company.

Ubersmith’s Support Manager is one of the two original parts of our product and is also one of the most popular. The other original part of Ubersmith was, of course, the Client Manager —  our billing and related capabilities such as customer management and our product catalog which we call a service catalog. Over time, we added to our suite a Device Manager, Order Manager and Sales Manager while adding numerous third-party integrations.

We use the Support Manager for external support tickets with our customers, partners and others, spanning technical support, DevOps work including install/upgrade assistance, billing questions, beta program feedback and cancellations (which starts as a billing ticket but we like to view it in Support Manager in its own department).

After internal tickets were launched as part of Ubersmith in our version 3.4 release in September 2015, we started actively doing our internal DevOps tickets and internal billing prep tickets in our Support Manager so our employees could work together more easily and more effectively.

Our team also uses our Support Manager for the following:

  • Sales: receiving, responding to and tracking sales inquiries from our website
  • Marketing: receiving, responding to and tracking trial requests and also referrals
  • Partnerships: receiving, responding to and tracking new partner inquiries
  • Recruiting: receiving, responding to and tracking candidate inquiries

We just started the partnership and referral areas above in the past few months. I’m excited to see how we can further use Support Manager going forward.

Are you using Support Manager at your organization beyond the support function? Do you have any suggestions for how we can improve our Support Manager? Do you have any recommendations for future blog topics? I’d love to hear from you in the comments area below.

Kurt Daniel

President, Ubersmith

Kurt Daniel
kurt@ubersmith.com
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