Date: Fri, 29 Mar 2024 10:05:57 +0000 (UTC) Message-ID: <74042719.27.1711706757976@af7de71dbd28> Subject: Exported From Confluence MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_26_1856453056.1711706757975" ------=_Part_26_1856453056.1711706757975 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Content-Location: file:///C:/exported.html
You can find this section in HostBill Admin =E2=86=92 Suppo= rt =E2=86=92 Support Tickets.
HostBill comes with effective, flexible and automated helpdesk sof= tware. The Ticketing System UI integrates seamlessly into HostBill admin pa= nel ensuring your staff members will have all customer tickets at their fin= gertips across all HostBill sections, can be used as a channel of communica= tion with both registered and non-registered customers. New tickets c= an be created either inside the ticketing system or imported from mailboxes= .The multitude of ticket management features will help you to = provide your clients with exceptional customer service while extensive noti= fication system ensure quick response time.
Support tickets in HostBill can be submitted by client directly from you= r client portal, or by sending you an email. HostBill can automatically fet= ch emails from your multiple mailboxes using forwarding or by downloading a= ll messages using POP/IMAP. All support tickets are tagged automatically as= : Open, Client Reply and Answered. The other two statuses: in-Progress and = Closed need to be sat manually. The ticket displays a submitter name, subje= ct and the open date. After ticket is submitted it can be edited by allowed= staff member.
Support tickets may contain attachments. Both submitter and staff can at= tach files in allowed file extension which can be set in Setti= ngs->General->Support. Also, you may add Tags= strong> to a certain tickets, e.g. to tag a common subject, module pro= blem etc. In order to add a tag you need to open a given support ticket and= in the space right below the ticket's subject type in a tag's name. Once, = you do it a green box appears.
In general, support tickets are created by your clients, but HostBill al= so gives you the opportunity to create new ticket on behalf of the client f= rom your admin area. Simply go to Support Tickets section and click on Open= Support Ticket button. You will be presented with the following options:= p>
You can optionally use macros/knowledg= ebase toolbox available for staff member. Select predefined reply to use as= ticket message or paste knowledgebase link.
Once the ticket is created, related client will be notified.
Public support tickets feature allows your staff members to open single = ticket for a group of customers. This is a perfect tool to update certain g= roup of your clients (ie. sharing one server) about certain event and keep = them updated about it. Your clients will get ticket notification, will= be able to view this ticket - but by design, will not be allowed to reply = directly to it.
To create new public ticket, Open new ticket and in the Client field cho= ose Public Ticket (multiple clients) option. In the field below provide IDs= of the Clients you want to notify. Ticket configuration options are the sa= me as for a regular ticket (as described above).
Each ticket in your ticketing system, submitted either by the client or = by a staff member can be modified.
To edit ticket message click on the pencil icon on the right top corner.=
To edit ticket details (department, type etc) click on Edit details butt= on.
By clicking ticket subject and ID on the ticket list page you will get t= o ticket details section where you can manage given ticket. Following optio= ns are available:
Here you can manually change ticket status. HostBill comes with a s= et of default tickets statuses but it also allows to define custom ticket s= tatuses. If you feel that those available by default don't fit your needs y= ou can create your own individual ticket status in General set= tings =E2=86=92 Support =E2=86=92 Ticket Stat= uses. Also, you can re-arrange the already available ones to e= nhance your business workflow.
You can manually change ticket priority level (critical, high, medium, l= ow).
HostBill allows you to prevent spam by blocking certain content. You can= choose to block tickets from certain email addresses, with certain subject= lines or those that include specified text. Tickets are blocked before you see them in listing.
This option allows you to delete ticket from your ticketing system.
This tab enables to assign a certain tickets to a particular staff membe= r working in the Support Department. The assigned member receives an email = notification that he/she has been assigned to a given ticket. The message a= lso states by whom the member was assigned to a ticket.
All actions performed on tickets are logged and can be accessed by click= ing view ticket log button. You may find it useful when you would like to c= heck your staff workflow or time of response.
You can move tickets between different threads to help your team better = organize their work
Here you can mark ticket as unread. It's a very convenient option w= hile dealing with a great number of tickets at the same time.
Notes added to tickets are for internal use only - they are not visible = to your clients.
Internal ticket will not <= /span>be available or sent to assigned customer. You can use it to collabor= ate with other staff members. Internal flag can be removed by staff at any = given point.
HostBill allows you to add bills for support service. If you enable this= option, billing information will be displayed here. You can read more abou= t Ticket Billing in this article.
From the Ticket List page you can choose tickets that you want to merge = into one using this button.
You can access customer support ticket=
s from any section of HostBill interface. Tickets are available at your fin=
gertips under Tickets tab, whether you are browsing account, order or domai=
n details. You can browse customer t=
ickets, check their statuses, track past tickets all in one place, but acce=
ssible from multiple places.
Additionally you can open new tickets for given customer from any Host=
Bill section, just by opening customer tickets listing.