Diretrizes de suporte
Here is a short overview of our support channels:
BKK Office hours -Â
Monday-Thursday 08:00-18:00 gmt+7
Friday - 08:00-17:00 gmt+7
Saturday/Sunday - Closed.
Daily issues, bugs, product requests, questions etc -
We are using Freshdesk ticketing system for all matters. this is the preferred method of communication, as it allows us to monitor and keep all records.
You can either go to , login and open a new ticket, or you can simply send an email to global-support@tradesmarter.comÂ
When referring to a specific user, please make sure to add the user ID in our CRM, or the email you registered the user with.
When describing a bug or asking about a feature, it’s always recommended to attach a screenshot and be as detailed as possible with the specs of the issue.
Try to specify the client’s device, operating system and what troubleshooting you already performed with the client to define the problem.
Emergencies and urgent issues -Â
Skype access - Each brand has a “TS-Main” Skype group for urgent questions and issues. This group usually contain our trade monitoring user Please use the group for urgent matters only.
Global Support - tradesmarter.support - available after hours for emergency cases that can’t wait for a ticket response.
Ben’s personal Skype (benhbkk) available 24/7 if one of the above channels is not enough.Â
(out of BKK office hours - please use it for emergencies only)
If your platform is down and nobody above answered you - Call/whatsapp Ben’s mobile +66819154316.
Emergency = platform is down / crm is down / you can’t use the CRM / none of your clients can trade - direct and immediate business impact.
All other issues - Please open a ticket and we will handle during BKK office hours.
We are here to help you utilize our technology in the best possible way, please don’t hesitate to contact us with any question, problem or suggestion, big or small.