If you have a request linked to the Skeepers Feedback Management platform, we invite you to use our Contact icon.
Thanks to the questions asked by our Chatbot Zoé, your requests will be qualified and transferred if necessary to a skilled agent in the Skeepers Customer Care team, as quickly as possible.
When to contact Skeepers Support
Our Contact icon will allow you to get a quick help so you can enjoy our platform under the best conditions.
The Customer Care team is here to answer your technical queries about the platform:
- Use advice
- Misconfiguration or usage
- Anomaly detection
- Product suggestion
- Other specific request
Warning
For any questions about your consumption of Skeepers products (feedbacks, emails, SMS, verbatims) or your contract. Please contact your Customer Success Manager or Skeepers Sales Representative directly.
How to use the Contact icon
The Contact icon is available on all platform pages in the side menu bottom left of the interface.
Good to Know
You must be connected to Skeepers Feedback Management platform, link: https://room.myfeelback.com/backend/home/
Step 1 : Open the Contact icon and choose the subject of the request
Begin first by clicking on the Contact icon.
This action will open the dialog window with our chatbot Zoé.
You will be able to select the subject of your request. If your query concerns a need for assistance (excluding accounting), choose the button "A problem or a question about the platform ?".
Then choose the feature concerned by your request from those offered.
After choosing the main feature related to your request, the following exchanges will allow us to better understand your needs. A selection of relevant articles will be proposed to you following these choices.
Take a look at our frequently asked questions here.
If you have selected the wrong feature, it is possible to go back by pressing this button :
Warning
Do not write in the text box. You can detail your request later in the exchange.
Step 2 : Make the necessary checks and read the proposed articles
Continue to follow the decision tree, clicking at each stage on the option that best matches your request.
During this dialogue, we may ask you to perform checks on your Skeepers account. These process are not to be overlooked and are essential for processing your request. The gathered information will allow us to clarify and resolve your issue as quickly as possible.
Also, we will always offer you, as soon as possible articles relevant to your request.
Step 3 : Precise your request
Depending on the features you have chosen, we may ask you to specify your needs.
After you have provided the following key information for processing your ticket :
- The name of the Skeepers account you are using
- Your contact email address
- Your first and last names
- The name of the elements (optional) : campaign's name, dashboard's name...
In the exchange, we ask you to summarize your request in a few words. This part will be the email subject of your exchanges with us. It must therefore be explicit and summarize your problem.
You will have the opportunity to get more precise on your question or request, providing more details. You can freely write in the text box any element you consider important for the resolution of your query. It will also be possible to add attachments, such as screenshots.
Step 4 : Be redirected to Support
If, despite everything, you have not found the answers to your questions or if your problem persists, you will then have the opportunity to open a ticket. Just click on the "No, I still need help ❌" option after performing the requested checks or consulting the proposed article.
On specific choices, your request can be forwarded to us after the following message:
How to track my ticket
Within 10 minutes, you will receive to the email address you have provided a notification that your ticket has been taken into account. Your ticket number and request summary will be specified in the email header.
You can easily follow up your ticket. Our platform takes care of notifying you by email as soon as the agent managing your ticket updates or responds to it.
Prior to this, please allow the receipt of email from our sender email address "help.cxr@skeepers.io".
How to add contacts to my ticket tracking
You can easily add contacts in CC (copy of exchanges) as you wish. To do so, simply reply to the acknowledgement of receipt that is sent 10 minutes after your request has been transmitted, adding the desired contacts in CC.