Submit tickets, track progress, and connect with your dedicated Customer Success Manager — all from one place.
Average Response Time
SLA Compliance Rate
Customer Satisfaction
CSM Assignment Rate
Everything you need to get help fast and stay informed throughout the process.
Submit a support request in seconds with our streamlined ticket form.
Set urgency from low to urgent so our team knows what to tackle first.
Attach screenshots, documents, or files directly to your ticket.
Follow your ticket's progress in real-time from submission to resolution.
Access the full conversation history for every ticket, anytime.
Guaranteed response times based on your ticket's priority level.
Guaranteed response times based on ticket priority. Fully configurable by your team — set custom thresholds per priority with role-based access controls.
| Priority | First Response | Warning Threshold |
|---|---|---|
| Urgent | < 15 minutes | 10 minutes |
| High | < 30 minutes | 20 minutes |
| Medium | < 2 hours | 1 hour |
| Low | < 8 hours | 4 hours |
Role-Based Access
Admins and managers can configure SLA thresholds.
Customer-Configurable
Set your own response time targets per priority level.
Notification System
Get alerted via In-App, Email, and SMS when thresholds approach.
Drag tickets between statuses to trigger automated notifications via In-App, Email, and SMS — all configurable with role-based access.
POS terminal freezing during checkout
Inventory sync mismatch — 3 items
Request: custom receipt template
Discount code not applying at register
Employee schedule export broken
Need store ID for multi-location setup
Payment gateway timeout — fixed
User role permissions updated
Report date filter corrected
Automation Triggered
TK-1087 moved to "In Progress" → Email & In-App sent to customer · SMS to agent AK
Watch how tickets automatically escalate to the right team member when SLA thresholds are reached.
TK-1087: POS terminal freezing during checkout
Priority: Urgent · SLA Target: 15 min
Alex Kim
Support Agent
Jordan Reed
Senior Agent
Sam Miller
Support Manager
Taylor Chen
VP of Support
Ticket Assigned
Agent picks up the ticket and begins investigation
Full control over your help center configuration. Only administrators can access these settings.
Customize logo, colors, and domain to match your brand identity.
Define agent, manager, and admin roles with granular permissions.
Configure which events trigger In-App, Email, and SMS notifications.
Set custom response time targets and escalation thresholds per priority.
Build custom automation workflows triggered by status changes and events.
Business hours, auto-close rules, satisfaction surveys, and more.
From submission to resolution — here's how we handle every request.
Ticket submitted
Team assigned
Actively working
Info needed
Solution provided
Confirmed complete
Every Simple client gets a CSM on every plan — not a rotating cast of strangers. Large and Enterprise plans upgrade to a dedicated Success Manager assigned solely to your account.
Guided setup and training for your entire team.
Scheduled calls to review progress and address concerns.
Personalized recommendations to maximize your ROI.
Direct escalation path for critical issues.
Your input shapes our product roadmap.
Industry-specific tips and workflows.
Strategic support as your business scales.
"Your CSM isn't just a contact — they're your strategic partner in making Simple work perfectly for your business."
A branded, self-service portal that your customers will actually want to use.
Your logo, colors, and domain for a seamless look.
No passwords — customers log in with a single click.
Visual ticket progress so customers always know the status.
Email updates at every stage of the ticket lifecycle.
Support via portal, email, or embedded widget.
Self-service articles to reduce ticket volume.
Clear, jargon-free status names customers understand.
Internal notes and assignments invisible to customers.
Reduction in support emails
Faster resolution times
Customer satisfaction increase
Self-service resolution
Simple's support team feels like an extension of our own. Response times are incredible, and our dedicated CSM truly understands our business.
Sarah K.
Operations Director, Retail Chain
The customer support portal transformed how we handle client issues. Our customers love the transparency, and our team saves hours every week.
Mike D.
CEO, Service Company
| Feature | Others | Simple |
|---|---|---|
| Average Response Time | > 24 hours | < 30 minutes |
| Customer Success Manager | Enterprise only | Every plan (dedicated CSM on Large & Enterprise) |
| Customer Portal | Extra cost | Included |
| SLA Guarantees | Limited | Full coverage |
Join thousands of businesses that trust Simple for fast, reliable, human support.