Using Help Desk for Resolving Your Customers' Issues
If you decided to use the help desk integrated with the control panel and configured it as described in the Configuring Help Desk section, then you can use it to receive problem reports or requests for assistance from your customers and notify them when their issues are resolved.
To view the problem reports you have in the Help Desk:
- Click the Help Desk shortcut in the navigation pane.
- To view new problem reports, in the Local Tickets group, click the
New icon. To view all reports, click the
All icon. To view all opened and not resolved problem reports, click
All Opened. To view the tickets the users reopened because they found that their issues were not resolved, click the
Reopened icon. To review the closed tickets, click the
Closed icon. - The tickets 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,
- Queue: the order in which the problem reporters would prefer their issues to be resolved,
- Priority: the severity of a problem estimated by the problem reporter,
- 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.