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
- report your problems to your provider's technical support staff, and
- receive problem reports or requests for assistance from your own customers – Web site owners.
To check for new tickets from your users, or to view the status of tickets you submitted:
- 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:
- Id: identification number assigned by the system upon submission,
- Ticket Subject: a summary entered by the ticket reporter,
- Ticket Status: new, reopened, closed,
- Reporter Type: a type of control panel user account or an e-mail address the ticket came from - a client, domain administrator, e-mail user with access to control panel, or user submitted a ticket by e-mail,
- Reporter Name: a name of person who submitted the ticket, domain names for tickets submitted by domain owners, or e-mail addresses for tickets submitted by e-mail,
- Modified: the date the ticket was modified - a comment appended, or status changed,
- Category: the category to which the ticket is related.
- 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:
- Click the Help Desk shortcut in the navigation pane.
- Locate the ticket you need and click its subject or identification number.
- 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.
- Click OK to submit.
To submit a new problem report to your service provider:
- Click the Help Desk shortcut in the navigation pane.
- Click the
Add New Ticket icon in the Tools group. - Type the ticket subject, select the category the issue is related to, and type in the problem description.
- 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.