H-Sphere Reseller Guide

Providing Customer Support

(version 2.4 and higher)

 

Related Docs:  

Configuring Your Support Center

Questions Considered: Support Accounts
Understanding Trouble Tickets or TTs
TT Administration Panel

 

Support Accounts

Web-based customer support as well as managing user trouble tickets in H-Sphere can be carried out from:

  • the main administrative account that you use to configure and manage your hosting system;
  • support accounts created under administrative plans.

 

Understanding Trouble Tickets or TTs

Trouble Tickets or TTs in H-Sphere refer to:

These are delivered to POP3 support mailbox (e.g. [email protected]) specified in your TT Administration Panel Configuration and submited then to your TT administration panel.

 

TT Administration Panel

(version 2.4 and hihger)

For earlier versions see Trouble Ticket System (before v.2.4)

  • Understanding TT Administration Panel
    TT Administration Panel is intended to manage TTs and is integrated into main administrative control panel and support accounts provided the TroubleTicket Admin resource is included into the plan they are registered under.
  • Configuring TT Administration Panel
    TT Administration Panel is configured from the main administrative account To configure your Support Center, do the following:
    1. Log into your Tech Support Admin account control panel;
    2. Select Tech Support in the Settings menu.
    See more on TT Administration Panel Configuration.
  • Entering TT Administration Panel
    To enter the TT Administration Panel, Select Ticket Administration in the Support Center menu in your control panel.  
  • Navigation in TT Administration Panel
    On entering TT Administration Panel, you will be taken to TT Administration homepage that opens in a new window, separate from CP. On the TT Administration homepage you will find:
    • Quick ticket search allowing to find a TT by its ID, title or email address.
    • Highest Priority Assigned Tickets listing TTs you've picked up or been assigned.
    • Newest Unassigned Tickets listing new TTs that haven't been yet assigned to anybody.
    • Navigation toolbar at the top:

 


Related Docs:  

Configuring Your Support Center



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