This guide explains how to access Sounding Board's Zendesk platform, where users can find articles and submit tickets for assistance. By signing in or creating an account, users gain access to a comprehensive knowledge base to stay informed about the platform. The guide also provides instructions on how to search for articles, open a ticket, and view and respond to tickets. Overall, this guide is a useful resource for anyone using Sounding Board and needing support or information.
Interactive Walkthrough
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Written Walkthrough
1. Navigate to https://soundingboardinc.zendesk.com/hc/en-us
Sounding Board utilizes Zendesk to work and track customer tickets, as well as to house our knowledge base articles to support our users in the system.
2. Sign In
By accessing Sounding Board's Zendesk platform, either by signing in or creating an account if you haven't already done so, you gain full access to our comprehensive knowledge base. This resource is designed to keep you informed about the latest developments and innovations on the Sounding Board platform, ensuring you feel confident in your utilization of our system from the outset.
Furthermore, through Zendesk, you can effortlessly create Zendesk tickets for the Sounding Board Team, track their statuses, and maintain seamless communication with our team members.
- Click "Sign in"
3. Sign in through Sounding Board
To access Sounding Board's Zendesk knowledge base, log in using your current Sounding Board credentials. You can do this anytime, even if you have never logged into Sounding Board's Zendesk before. This is the preferred method of accessing Zendesk that we recommend.
- Click "Continue with Sounding Board"
4. Log into Sounding Board
You will be directed to log into Sounding Board with your credentials. Once you log in, you will be directed back to Zendesk, where you will have full access to the knowledge base.
Note: If you have not yet received a login for Sounding Board, you will not be able to login this way.
5. Search Articles
At the top of the site, you'll notice "Search the Help Center". Here, you can enter any keywords or questions into the search bar. As you start typing, you'll see Top article results. You can -
- Click on any of these results OR
- Press enter after typing to display a full list of relevant articles
💡 Tip: Pro Tip!
You have the ability to browse through Sections and Categories, and many of the articles are interconnected through related links, allowing you to delve deeper into understanding the product.
6. Open a Ticket
If you're unable to locate the answers to your inquiries, encountering difficulties with system usage, or require assistance from Sounding Board for any other reason, you can promptly generate a ticket for our team's attention.
- Click "Submit a request"
7. Open a Ticket
Please complete the following fields to ensure that your request reaches the appropriate team promptly:
- CC (optional)
- Ticket Reason
Note: Ticket Reason consists of two layers of options. Your initial selection will determine the subsequent options available. Feel free to backtrack as needed to accurately determine the reason for your request. Additionally, your selection may influence other fields displayed on this form. In this example, we'll create a ticket for "I need Product Support" > "Product Technical Support."
8. Open a Ticket
Next, we kindly ask you to provide a Summary (optional) and Description of the ticket, explaining what assistance you need from Sounding Board. The more details you can provide, the quicker we can assist you. We always recommend giving examples and specific details (such as session date(s) or user email addresses) to avoid the need for further clarification. Your thoroughness greatly helps us in promptly addressing your needs.
💡 Tip: Pro Tip!
When you enter a Summary, the system will suggest articles that might assist you in resolving your issue independently and progressing forward. We recommend reviewing these suggestions before reaching out, as they may contain the answer you're seeking.
9. Open a Ticket
We kindly request your assistance with a few more fields to ensure your ticket is appropriately routed. Please provide:
- Sounding Board User Role
- Company Name
- Attachments (optional)
- Screenshots are highly recommended as they can provide valuable insight into the issue you're experiencing.
Once you've filled out the necessary information and your ticket is ready for submission to Sounding Board, simply
- Click "Submit"
10. View Tickets
You have the ability to easily view and communicate on tickets within our platform. However, please note that we also communicate via email, ensuring that you receive updates on your tickets directly to your inbox. To view your ticket(s),
- Click your Account drop-down
- Click "My activities"
11. View Tickets
You can navigate through various views and filtering, but you will land on the My Requests view, with tickets displayed based on the most recent activity. Locate the ticket you would like to view and
- Click the Subject
12. View Tickets
You can review the ticket details here. If you wish to respond or provide additional information on your ticket, you can do so easily -
- Click "Add to conversation"
13. View Tickets
Write the details you would like to add to the ticket, and then
- Click "Submit" OR
- Click "Mark as solved & Submit"
- Choosing the latter option will inform our teams that you no longer require assistance with this ticket.
14. Sign Up (Optional)
If you do not have a Sounding Board account yet, utilize the option New to Sounding Board. You can sign up and create a Zendesk account, which will not be linked to your Sounding Board login.
- Click "Sign up"
Note: The preferred method of signing into Zendesk is signing in with Sounding Board, as outlined previously.
15. Sign Up (Optional)
Enter the required fields to create your account -
- Your full name*
- Your email*
- Click "Sign up"
After completing the sign-up process, you'll receive an email from support@soundingboardinc.zendesk.com with the subject line "Create a password for Sounding Board." Simply click the "Create a password" link provided in the email to proceed.
Note: Any field with an asterisk is required.
16. Sign Up (Optional)
Create a password for Sounding Board's Zendesk in the "Your password" field; note the below password requirements -
- must be at least 5 characters
- must be fewer than 128 characters
- must be different from email address
Click "Set password."