Tools for troubleshooting and investigation

  • Admin Portal (api.getsigneasy.com/scripts/signeasy_admin.html):
    • This is the tool you will use the most often, and much of the information necessary to track down account issues will be found here.
    • You can find a wide range of account information, plan/subscription information, current document and signature activity, etc in this portal
    • Find a complete breakdown of details and uses here


  • Sendgrid (used in two major cases for the support space)(https://app.sendgrid.com/):
    • Track emails sent from our system to the user (for delivery acceptance, bounces, etc)
    • Track unsubscribes from either global SignEasy emails, or specifically from marketing/onboarding emails
    • Note that you can use Sendgrid to unsubscribe someone from marketing/onboarding emails, however this should be treated as a last resort. If possible use the Intercom unsubscribe link


  • Mandrillapp (https://mandrillapp.com):
    • Use for password reset links
      • Prior to use go to https://app.getsigneasy.com/#/forgot-password and enter the client’s email address to generate a new reset link
      • Use the Outgoing section in Mandrillapp and search the client’s email address
      • Select the most recent reset link, and click View Content to get the password reset link


  • Intercom (https://www.intercom.com/):
    • Used for onboarding emails, check-up and trial emails
    • Can also be used to find emails for duplicate accounts by searching for customer’s name (if applicable)



Support Tracking (reports, what to track, where to find it)


There are a number of reports available, and statistics that can be viewed. While all of them have some value, there are a few key metrics to track for the weekly report. You can find the reports at http://support.getsigneasy.com/reports.

  • Helpdesk Overview:
    • Total tickets received -gives an idea of support throughput for the week. Measure the impact of activities (new features, updates, etc) on support volume
    • 1st response time - How long (on average) is it taking for customers to receive help, or for the help to be initiated
    • Resolution time - How long does it take from the moment the customer contacts us, to the time the issue is resolved and they can resume normal usage of  the app
    • Tickets resolved within SLA - How many tickets were resolved within the overall helpdesk SLA. This goes hand in hand with resolution time. While resolution time averages might be within the standard, tickets resolved outside SLA should be investigated and the reason addressed.


  • Satisfaction Survey:
    • Measures the customer responses to the satisfaction survey
      • Awesome
      • Just Okay
      • Not Good
    • Shows specific responses to each survey (if given)
      • You can see specific customer feedback if they gave any
      • You can see the ticket associated with a specific response to review any improvements or tips for next time


  • Ticket volume
    • Here you can track the ticket volume by day/week/month, etc.
    • Track the specific day and total volume by day to better understand trends and busy times


  • Performance Distribution
    • Here you can see a detailed breakdown of the ticket volume and trends by a narrower time. Use this section to check for % of activity within a certain timeframe, ie 1st responses in less than 15 minutes, etc.