Providing Customer Support

Support Accounts

Web-based customer support as well as managing user trouble tickets in Parallels H-Sphere can be carried out from:

• the main administrative account that you use to configure and manage your hosting system;
• support accounts created under administrative plans.

Understanding Trouble Tickets or TTs

Trouble Tickets or TTs in Parallels H-Sphere refer to:

• your customers' questions sent from their control panel support center;
• system error reports;
• customer questions sent to support e-mail set in your TT Administration Panel Configuration

These are delivered to POP3 support mailbox (e.g. support@example.com) specified in your TT Administration Panel Configuration and submited then to your TT administration panel.

TT Administration Panel

• Understanding TT Administration Panel
  TT Administration Panel 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.
• Configuring TT Administration Panel
  TT Administration Panel is configured from the main administrative account To configure your Support Center, do the following:
  1. Log into your Tech Support Admin account control panel;
  2. Select Tech Support in the Settings menu.

  See more on TT Administration Panel Configuration.

• Entering TT Administration Panel
  To enter the TT Administration Panel, Click the Ticket Administration icon on the control panel home page or select Ticket Administration in the Support Center menu.
•   Navigation in TT Administration Panel
  On entering TT Administration Panel, you will be taken to TT Administration homepage that opens in a new window, separate from CP. On the TT Administration homepage you will find:
  • Quick ticket search allowing to find a TT by its ID, title or email address.
  • Highest Priority Assigned Tickets listing TTs you've picked up or been assigned.
  • Newest Unassigned Tickets listing new TTs that haven't been yet assigned to anybody.
  • Navigation toolbar at the top: