Knowledge Base

Overview

The Simpplr Help and Support Portal at help.simpplr.com is where you can find everything related to the product in one place: the Knowledge Base, troubleshooting guides, release notes, best practices, and other learning resources.

You can access the portal simply by going to help.simpplr.com. From there, you can search for information using the search bar, or read release notes, Knowledge Base articles, and other materials whenever you need them.

If you are not able to find the resolution or information you are looking for, you can log a ticket directly from the portal. This is where SIMA, the Support Intelligence Mentor and Assistant, comes in. To log a ticket, you will first need to log in to the Simpplr portal, so we can collect details about your organization and the exact issue you are facing, which helps us serve you better and faster.

To provide faster answers and a more streamlined support experience, all new support requests are submitted through SIMA, our AI-powered support assistant, available in the Simpplr Help and Support Portal.

What you can do in the portal

• Search the Knowledge Base using natural language.

• View and manage existing support tickets.

• Access release notes, troubleshooting guides, and best practices.

• Chat with SIMA for guidance or ticket submission.

Finding answers with search

When you open the portal, you are greeted with a search bar under the heading “Hi, how can we help?”, along with category tiles such as Getting Started, Tech Support, Release Notes, Newsletter, General, and Integrations and APIs. You can search from the bar at the top or browse a category tile to find what you need.

The portal home screen, with the search bar and category tiles.

The portal's AI-powered search works best when you ask complete questions instead of searching with keywords.

Examples:

• How do I configure SSO with Okta?

• Why is my newsletter not sending?

• How do I create an audience?

The more context you provide, the more relevant the results will be.

Getting help from SIMA

SIMA is designed to help you find answers quickly by leveraging Simpplr's Knowledge Base and support resources. The best part is that SIMA is on every screen in the portal, in the bottom right-hand corner.

You can ask SIMA to:

• Answer Simpplr related questions.

• Recommend relevant Knowledge Base articles.

• Help troubleshoot issues.

• Create a support ticket.

For best results:

• Use plain language.

• Clearly describe the issue or question.

• Include relevant details and context.

If SIMA is unable to provide a helpful answer, a support ticket may be created automatically. You can also ask SIMA to create a ticket at any time during the conversation.

Log in to SIMA

To create a ticket, you will first need to log in.

1. Click the Login button in the top right corner.

2. Enter your email address.

3. You will receive a six-digit OTP in your inbox. Enter it here, and you are logged in.

We ask you to log in so we can identify your organization and the details tied to it, which helps us serve you better and faster.

Start a chat

Once you are logged in, click the Simpplr logo, and you will see your previous chat records, if you have any. To start a new chat to create a ticket, click Send us a Message.

How SIMA helps you

The first thing you will do is ask a question about your problem. For example: “How should I create a ticket, as I'm not able to create a form?”

SIMA is trained to help you right away, before jumping straight to a ticket, so you avoid unnecessary back-and-forth. It will absolutely create a ticket when you need one, but it does that after three responses.

• First response: SIMA will welcome you and respond with helpful details.

• Second response: Next, you might say: “Nothing is working.” As its second response, SIMA replies with a touch of empathy. Because it is trained on content created by humans, it understands that support is not just about answers, it is about how you feel while getting them.

• Third response: After this, you can ask SIMA to create a ticket. Because we are committed to helping you properly, it will ask you a few leading questions first, to build clearer context and get to the heart of the actual issue. You will see questions like these.

Track your ticket

Once your ticket is created, you can check its SLA timelines and other details right inside the chat. To follow up or get an update, continue the conversation with our team from the same chatbox, so everything stays in one place.

Viewing and managing existing tickets

There are no changes to how you access existing tickets. Within the portal, you can:

• View ticket status.

• Respond to Support questions.

• Add additional information.

• Track progress on open requests.

What happens after a ticket is created

Once a ticket is submitted, it is routed to Simpplr Support for review. A support representative will review the information provided and may contact you if additional details are needed. Updates and responses can be viewed directly within the Help and Support Portal.

Tips for faster resolution

To help our team resolve issues as efficiently as possible:

• Clearly describe the issue you're experiencing.

• Separate expected behavior from actual behavior.

• Include relevant URLs whenever possible.

• Provide screenshots, error messages, or reproduction steps when available.

• Share any troubleshooting already completed.

Providing complete information upfront helps reduce follow-up questions and allows our team to begin investigating more quickly.

Troubleshooting

The form for creating a ticket is no longer available

• What happened: Creating tickets through the form has been retired.

• What to do: Create your ticket through SIMA instead. Start a chat with SIMA in the portal, describe your issue, and it will create a ticket when you need one.

Search results are not relevant

• What happened: The search may have been run with keywords rather than a complete question.

• What to do: Ask a complete question and include relevant details and context, for example “Why is my newsletter not sending?” The more context you provide, the more relevant the results will be.

The option to create a ticket is not available

• What happened: Creating a ticket requires being logged in.

• What to do: Log in first: click the Login button in the top right corner, enter your email address, and enter the six-digit OTP sent to your inbox. Then start a chat with SIMA.

The OTP did not arrive

• What happened: The six-digit OTP is sent to the email address entered at login.

• What to do: Confirm the email address was entered correctly and check your inbox for the six-digit OTP. Enter it in the portal to complete login.

SIMA did not create a ticket immediately

• What happened: SIMA is designed to help you first and creates a ticket after three responses, rather than straight away.

• What to do: Continue the conversation with SIMA. It will create a ticket when you need one, and you can also ask SIMA to create a ticket at any time during the conversation.

Previous chat records are not visible

• What happened: Previous chat records appear after you click the Simpplr logo, and only if you have any.

• What to do: Once logged in, click the Simpplr logo to see your previous chat records. To start a new chat to create a ticket, click Send us a Message.

Frequently asked questions

Q. I used to create a ticket through a form. Where did it go?

Ans. Creating tickets through the form has been retired. All new support requests are now created through SIMA in the Help and Support Portal. Start a chat with SIMA and it will help you, and create a ticket when you need one.

Q. How do I access the Help and Support Portal?

Ans. Go to help.simpplr.com. From there you can search for information, read release notes and Knowledge Base articles, view and manage tickets, and chat with SIMA.

Q. Do I need to log in to use the portal?

Ans. You can search and read resources without logging in. To create a ticket, you will first need to log in, so we can identify your organization and the details tied to it and serve you better and faster.

Q. How do I log in?

Ans. Click the Login button in the top right corner, enter your email address, and enter the six-digit OTP sent to your inbox.

Q. How do I get the best results from search?

Ans. Ask complete questions instead of searching with keywords, for example “How do I configure SSO with Okta?” The more context you provide, the more relevant the results will be.

Q. Where can I find SIMA?

Ans. SIMA is on every screen in the portal, in the bottom right-hand corner.

Q. Does SIMA create a ticket right away?

Ans. SIMA is trained to help you first, before jumping straight to a ticket, so you avoid unnecessary back-and-forth. It will create a ticket when you need one, but it does that after three responses. If SIMA is unable to provide a helpful answer, a ticket may be created automatically, and you can also ask SIMA to create one at any time.

Q. How do I track my ticket after it is created?

Ans. You can check its SLA timelines and other details right inside the chat, and continue the conversation with our team from the same chatbox to follow up or get an update.

Q. Can I still view and manage my existing tickets?

Ans. Yes. There are no changes to how you access existing tickets. In the portal you can view ticket status, respond to Support questions, add additional information, and track progress on open requests.

Q. What happens after I submit a ticket?

Ans. It is routed to Simpplr Support for review. A support representative reviews the information and may contact you if additional details are needed. Updates and responses can be viewed directly within the Help and Support Portal.