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Using Help Desk for Resolving Your Customers' Issues and Requesting Assistance from Provider

If your hosting company provides a Help Desk solution integrated with the control panel, then you can use it to

To check for new tickets from your users, or to view the status of tickets you submitted:

  1. Click the Help Desk shortcut in the navigation pane. All tickets submitted by you and your customers will be listed and the following supplementary information will be displayed:
  2. To see what is inside a ticket, click a ticket id or ticket subject.

To close a ticket when the issue was resolved or to post your comment:

  1. Click the Help Desk shortcut in the navigation pane.
  2. Locate the ticket you need and click its subject or identification number.
  3. To close, reopen or post a comment to the ticket, select the operation you would like to perform from the Ticket Event drop-down box, and type a new comment into the New Comment input field if required.
  4. Click OK to submit.

To submit a new problem report to your service provider:

  1. Click the Help Desk shortcut in the navigation pane.
  2. Click the Add New Ticket icon in the Tools group.
  3. Type the ticket subject, select the category the issue is related to, and type in the problem description.
  4. Click OK.

    The ticket is now submitted to the system and sent to your provider. You will be notified by e-mail when the issue is resolved.