3.1. General
- URL: https://gfsignaturesupport.zendesk.com/
- Access: You access the ZenDesk platform using the URL above. Your login ID is provided by SFG.
- Use: Zendesk is a comprehensive communication and information platform, allowing centralized access to all important information and contact details of your institutional contacts.
- Communication: The important element we focus on is the request management system that you make to SFG. Every request you submit, whether administrative, technical, or compliance-related, is logged as a “ticket”. Tickets are handled by SFG administrative and technical staff in order of priority and by request type. Zendesk ensures that nothing is lost, and that your requests are processed in a timely manner. It is your single point of contact for all support questions.
3.2. Description of how SFG’s Zendesk ticketing is used
- The messaging system in Zendesk is the most crucial tool to ensure effective communication, and seamless support from the GFS administrative and technical team.
- Zendesk’s purpose is to centralize all information, all links, as well as all requests from financial advisors, and to organize requests in the form of tickets to process them in a structured way.
- This eliminates the risk of information loss, misunderstandings, and delays caused by a multitude of emails and phone calls.
- By using Zendesk, you ensure that every query is documented, tracked, and resolved by the right person.
3.3. Why use Zendesk ticketing?
- The main reason is efficiency. Rather than sending an email to a generic address or trying to reach someone on the phone, Zendesk allows you to submit a specific request in the appropriate category.
- For example, a technical request will be sent directly to the technical team, while a question about a customer file will go to the administrative team.
- This significantly reduces the response time and ensures that your request goes directly to the right person.
3.4. How do I use Zendesk ticketing?
- To submit a ticket, simply log in to the SFG Zendesk platform and create a new request.
- The submission form is simple and guides you to choose the type of request (e.g., administrative questions, technical support, compliance, etc.).
- You describe your problem or query in the description field, and you can even attach relevant files, such as scanned forms, screenshots, or other documents.
- Once the ticket is created, you will receive an email confirmation and you can follow its progress directly on the Zendesk website.
- You can also respond to feedback from SFG staff, keeping the entire conversation centralized in one place.
3.5. When to use Zendesk ticketing?
You should use Zendesk for virtually any request that requires SFG staff to intervene, whether it’s for administrative, compliance, technical, or product issues.
Concrete examples:
- Administrative question: You have a question about a commission that appears to have not been paid or a form that has been returned. You create an “Administration / Contract” ticket to request clarification.
- Technical Support: You are having trouble logging into one of the systems or you get an error when you try to make a transaction. You submit an “IT” ticket.
- Compliance: You have a question about how to sign a new customer or how to manage a document. You use Zendesk to ask your questions to the compliance team.
- Products: You have a question about group insurance, life and health insurance or investment products. You use Zendesk to ask your question to the “Group Insurance”, “Life and Health Insurance”, or “Investment” team.
3.6. For whom?
- Zendesk is a tool exclusively for financial advisors and support staff at SFG. It is not used by your customers.
- Its purpose is to facilitate and structure communication between you and the SFG team, and it is essential for professional and orderly practice management.
3.7. Processing time for requests routed by ZenDesk
- The processing time for applications is 24 to 48 business hours.
- So there’s no need to resend your request: as soon as you’ve sent your first request and received a confirmation email, you just have to wait for a response.
