One of the most requested features we have had from our resellers has been for a customer support ticketing system built directly within HostPay. We are pleased to announce this functionality has now been added to all HostPay accounts and it is completely free!
The new system allows you to manage many customers quickly and ensures that you are only dealing with a genuine customer. Continue reading to find out more and how to activate the ticket system for your customers.
HostPay control panel
The system is so easy to set up and manage we are really proud of it. I might sound like Steve Jobs here but it’s pretty awesome…
Activate the ticket system
To activate the ticketing system log in to your Reseller Control Centre > HostPay > “Customer Control Panel” and scroll down to “Contact support”. You will see a new option has been added called “HostPay Ticket System”. Click on the radio button and you are done!
Admin and replying to tickets
You can either click on the link displayed in the activation box to take you to the ticketing admin area or go directly from the HostPay control panel front page where we have added a new icon called ‘Support Ticket System’. From here you will manage all your customer tickets including the ability to view all your tickets, reply to any new or open tickets, assign a ticket to another operator, close a ticket and search tickets by operator, customer name, ticket status or type in keywords. When customers raise a ticket you will be emailed to let you know that it is there.
Your customers control panel
Your customers can now raise tickets directly from within their control panel.
Once you have activated the ticket system within your own HostPay control panel, by default clicking on “Contact support” will take your customer to their ticket summary page where they can view their ticket history, reply to any updated you have given them or close the ticket themselves.
From here they can also raise a new ticket…
Your feedback
We are always looking for new ways to make our products even better and thanks to all your feedback we have created this ticketing system. If you have any other ideas or suggestions you would like to see added to your reseller hosting let us know through the feedback form in your control panel. We read every single one and we have literally already acted on thousands of them over the years.
Now… if you extended this ticket system to include support handled by HI for a fee of course this would be very valuable.
Excellent feature to add, I was just saying to Matt that this should be added.
Pleased this has being added 🙂
Further to above,
possibly a feature to export the tickets to then attach to a ticket in HI support.
Or even the option to escalate a ticket so HI can advise the reseller of the response would be nice 🙂
Also an update to the API to include this support parts would be nicer!!!! Pretty please
Agree with all the comments above, escalation would save everyone a lot of time.
Thanks for doing this.
Nice addon thanks HI.
API would be nice indeed 🙂
I like stuart’s idea, to be able to refer it straight to HI Support, instead of copy/paste.
You guys rock, I’m really impressed.
Hi,
This is excellent news. I was hoping to build something of my own, however, this meets our requirements.
Can we style the automated emails?
well done.
Regards,
Gabi.
Hi,
I’m new to HI and so far very impressed. Still finding my way around the comprehensive reseller service and getting it all set up.
I have set up that my customers can login to their hosting control panel by using https://cp.domain.co.uk
Would it be at all possible for there to be a contact support link from within the hosting control panel?
Billy
I’m glad your enjoying using it.
Would it be at all possible for there to be a contact support link from within the hosting control panel?
You can set that up here https://customer.heartinternet.uk/manage/manage-control.cgi, just type in your support site URL and/ or your support Email address and it will be added for you
Matt
Gabi
You can edit and style the automated emails here: https://customer.heartinternet.uk/manage/
looks good, but is there any chance this could also be included for the resellers for outside of hostpay? i like the idea but i for one do not use hostpay but we are still in-need of a ticket system just like the one you use. just a idea.
There are free third-party ticketing options available – some of which are available as one-click installs in your eXtend Control Panel.
You can use Trouble Ticket Express, osTicket, or MantisBT for ticketing systems, or use phpBB, Vanilla Forums, or Simple Machine Forums for a message board, or Crafty Syntax Live Chat for a live-chat system.
While they won’t have the same customer database integration that the HostPay ticketing system has, they’re all pretty straightforward and should be easy to use with your customers.