SokoPro Helpdesk’s mission is to ensure that we meet your company’s document management needs. Helpdesk experts are there to help every user, from project design to deployment, in the best possible way. We aim to resolve any issue within 20 minutes.
SokoPro has two different platforms, one old and one new. Often, requests for help are related to the need for separate credentials for the new platform. Otherwise, the work is traditional helpdesk work: The Helpdesk assists customers with their varied questions, opens, closes and archives projects, and generates administrator credentials for customers. An important part of the work is also receiving development suggestions from customers and forwarding them to the development team. This is how we make SokoPro even better.
“At the moment, we are doing a lot of migrations, that is, transferring projects from the old platform to the new one. SokoPro 2.0 is more agile than its predecessor, with many new and improved features that ensure a good user experience. The improved user experience reflects on the Helpdesk as a reduced number of support requests,” says Matilda Norrmén, an expert at the Helpdesk.
The average resolution time is 10 minutes
On a busy day, the Helpdesk can receive up to a hundred tickets. These are solved by three people in three languages: Finnish, Swedish and English. Some of the issues can be solved in seconds, some take longer if there are any additional questions.
“We aim to resolve any issue within 20 minutes. The average resolution time is 10 minutes and things usually clear up within the same day.”
But what is the most common issue?
“’Why is my username not working?’ Usually, the answer is that the customer has two platforms at their disposal – new and old – both requiring separate accounts. New projects can no longer be opened in the old platform, acting instead as an archive,” says Norrmén
Going on holiday? Request an account for your substitute
Summer does not change things at the Helpdesk, as customers receive normal service all year round.
“If you are a SokoPro user and are going on summer holiday, remember to ask for your substitute’s credentials in advance!”
We wish all SokoPro users a sunny and bright summer! The Helpdesk is open for the whole summer on weekdays from 9:00 to 16:00. You can call us on at +358 200 35 211 (€1.12/min) or email us at helpdesk@sokopro.fi