Parallels H-Sphere Documentation Administrator Guide

 

Introduction to Customer Support

(H-Sphere 3.0 RC1+)
 
 

Related Docs:   Client Support Center Configuring Your Support Center Providing Technical Support (before HS 3.0)

Last modified: 24 Dec 2007

 

WARNING: This documentation covers Parallels H-Sphere versions up to 3.1. For the latest up-to-date Parallels H-Sphere documentation, please proceed to the official Parallels site.

Generally, customer support can be carried out from two kinds of accounts: the main admin account that you use to configure and manage your hosting system and support account created under administrative plans.

Customer support is accomplished via trouble tickets or TTs, which are:

These are delivered to POP3 support mailbox (e.g.support@example.com) specified in Settings - >Tech Support and then submitted to your Client Support Center.

In H-Sphere 3.0 and higher, web-based customer support has been profoundly improved. New Client Support Center is now equipped with:

It also allows:

  • main admin to bill reseller per customer, per ticket and by reseller custom pricing
  • main admin to assign a ticket to a reseller account based on end user details
  • to assign new tickets to users based on history
  • to ignore pop3 errors when using TTMailClientCron

Client Support Center 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.

To configure Client Support Center, go to Settings menu -> Tech Support and follow instructions of Configuring Your Support Center.

To configure Reseller Client Support, go to Settings menu - > Reseller Client Support and follow instructions of Client Support Center.

To enter Client Support Center, go to Support Center menu - > Client Support Center:

You will be taken to a new window, separate from CP. On the Client Support Center you will see the top navigation menu and also several sections with My Assigned Tickets, New Unassigned Tickets, Other Open Tickets, Quick ticket search, Private Messages and My Assigned Tasks


Related Docs:   Client Support Center Configuring Your Support Center Providing Technical Support (before HS 3.0)



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