How to Use the Helpdesk

Overview

From the Helpdesk, you can get in touch with our friendly support team by finding the phone numbers for your country, starting a live chat, or raising a case if you have found an issue with a product. You can also view recent updates from the support team and the current system status of different Simpro products.

To access the Helpdesk, you can either go to Help A screenshot of a schedule icon with a grey calendar icon and an arrow. > Contact Support within Simpro Premium, or go directly to helpdesk.simprogroup.com.

A screenshot of the Helpdesk page.

Start a live chat

Live, online chat is available 24 hours a day from Monday through Friday. Click Live Chat to start talking to a Simpro Support team member.

Create a case

If you encounter an issue in one of Simpro's products, create a case and describe the issue in detail.

In the Helpdesk, click Create A New Case, or scroll down to the Create a case section, and fill in the fields. Click Submit Your Case. You will receive updates as the issue is investigated and our support team will notify you when a solution is found.

If you have an idea for a new feature that does not yet exist in the product, go to the Product Portal. Learn more in Simpro Product Portal.

View system status

If you are unable to access your Simpro Premium build or any other Simpro product, the first place you can find an answer is the Status Page. Click System Status, or go to status.simprogroup.com. Any system outages are displayed here.

To receive automatic updates from the Status Page:

  1. Click Subscribe.
  2. Under Subscription Method, select Email to receive email notifications or Feed to receive notifications in your RSS Feed.
  3. Enter your email address.
  4. Click Subscribe.
  5. Edit your notification preferences:
    • Select a Notification Level. You can select to receive All notifications, including issue updates, select Normal to exclude issue updates, or select Custom to manually select the specific types of notifications you wish to receive.
    • Choose the product or cloud network you wish to receive notifications for by selecting or clearing the check boxes.
  6. Click Update Subscription.