Support
The Support section in Socify enables users to seamlessly connect with the Socify Support Team, schedule assistance sessions, and track existing appointments. It provides multiple communication channels and escalation options to ensure timely and effective resolution of user concerns.
Accessing the Support Section
To access this feature:
Navigate to the left-hand sidebar menu.
Click on Support (📅 icon).
The Support dashboard will open, displaying scheduling options, email escalation paths, and the meeting calendar.
1. Scheduling an Appointment
Step 1: Choose Date & Time
Use the calendar on the right side to select a suitable date.
Available dates are highlighted in blue circles.
Once a date is selected, choose the preferred time slot.
Confirm your time zone using the Time zone selector (default: India Standard Time).
Entering Meeting Details
Once a date and time slot have been selected from the calendar, the platform redirects you to the Enter Details screen to finalize your appointment with the Socify Support Team.
Review Appointment Summary
On the left side of the screen, you’ll find a summary of your meeting details:
Duration: 30 minutes
Mode: Web conferencing (details shared upon confirmation)
Selected Date & Time: Displays your chosen schedule
This summary allows you to verify your meeting time and ensure it aligns with your availability before proceeding.
Enter User Information
On the right side, fill in the required details under the Enter Details section:
Field
Description
Name*
Enter your full name. This identifies you to the support team.
Email*
Provide your official or preferred contact email. A confirmation and meeting link will be sent to this address.
Add Guests
Click this button to include additional participants (e.g., team members or auditors) who should join the meeting and provide their email address.
Meeting Preparation Notes
Optionally, include any details or context that can help the support team prepare in advance (e.g., issue description, product area, or specific queries).
Fields marked with an asterisk () are mandatory.*
Schedule the Event
Click the “Schedule Event” button to finalize your booking.
A confirmation page will appear, and an email will be sent to the provided address with:
The meeting link
Date and time confirmation
Add-to-calendar options
You can also share this event with added guests to ensure team alignment.
Your confirmed meeting will now appear in the Scheduled Calendar table under the Support dashboard.
Step 2: Confirmation
After booking, users will receive a confirmation email containing:
Meeting link and details
Date and time confirmation
Contact information for support.
2. Viewing Scheduled Appointments
The Scheduled Calendar section at the bottom displays all upcoming and past appointments. This includes:
Sr. No: Sequential number for each meeting
Agenda: Purpose of the meeting
Date and Time: Confirmed schedule
Status: Indicates whether the meeting is Scheduled, Completed, or Cancelled
Action: Allows users to reschedule or cancel an existing appointment
If no meetings are scheduled, the table will display “No Meeting Schedule.”
3. Email Escalation Path
In addition to appointment scheduling, users can reach support through the defined Email Escalation Path:
Contact Type
Purpose
Email Address
Dedicated Auditor
Direct point of contact for assigned auditor
Not yet assigned (displayed if unavailable)
Use the escalation path for timely assistance, starting from general support and escalating to audit-specific or dedicated contacts as needed.
4. Best Practices
Always check your time zone before scheduling a meeting.
Include a clear agenda or topic while booking to help the support team prepare effectively.
For urgent issues, use the Socify Support Email to ensure prompt attention.
Regularly review the Scheduled Calendar to avoid missed or duplicate appointments.
5. Summary
The Support section of the Socify platform is designed to simplify user interaction with the support team, providing both self-service scheduling and direct communication channels. It ensures transparency, accessibility, and structured escalation for all user needs.
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