For common problems that are easily understood and solved, SupportTrio allows you to create Troubleshooters which walk your clients through a custom decision-tree in order to arrive at an appropriate solution. In this way your users can bypass the need to directly interact with your support team, improving the speed at which they receive an answer and reducing the number of repetitive requests that you receive.
To set up a Troubleshooter, select the "Troubleshooters" option from the Modules menu in the SupportTrio admin area, and then click the "Add Item" button.
Each item represents one possibility that the user might be experiencing, and they can be nested under each other to create the decision tree. The "Option Title" is the text a user will see before selecting the option, and the "Header When Selected" is the text they will see after selecting that option.
So, for example, if your users have trouble logging into their accounts, you might provide them a top-level option "Trouble logging into my account." The header for this option might be "What error message do you receive?"
Underneath this option, you could create a series of possible messages that your system may have provided: "Unknown Login", "Incorrect Password", or "Account Locked". Under each of these options, you would provide specific instructions for the user based on the error they received. The header for the final item in a series contains the final answer for the clients problem, given all of their previous answers.
