Submitting Tickets / Rules

[Craig_Smith]

I'm not sure why, but for some reason everytime I answer a ticket and ask for a users domain name or reseller username they get pissed off.
One guy actually argued with me over 3 replies before giving it up. I don't understand what is so hard about it really.

All were asking is for a little info:

(a) Main Reseller Username
(b) Domain Name
(c) End user username if this is in regard to a customer's site
(d) If you are receiving an error, a link to the page where you are receiving the error is helpful.


Why do we need this information?

1) 6900 + H-SPhere users on our systems
2) Over 12,000 domain names
3) 4 types of control panels between Vortech/Matrix users
4) 12 Different plan types
5) Nearly 150 servers (and more all the time)


Here is an example of what not to do:

Hey this is Joe,
I have a website,
it is down,
please fix it


I get 100 or more of these per day. Please don't do this anymore.
I guarantee your tickets will get answered alot faster.

[onsitetech]

It seems that the trouble tickets are down for new tickets.
Any info on when it's coming back up?

Also Email Servers seem to be un-reliable.

This is

rick@onsitetech.net

OnSite Technology
reseller ZION account

[Vixen]

To submit a trouble ticket you need to send an email to support@matrixreseller.com

[admin]

onsitetech,

When you click new ticket in the old ticket system since your still logged in. Did you read what it said??


Welcome to vortechhosting.com's FAQ System. This system is used to place find answers to FAQ.
If you need support please send an email to support@vortechhosting.com.
When submitting tickets the following must be included:
(a) Main Username
(b) Domain Name
(c) End user username if this is in regard to a customer's site and you are a reseller.
(d) If you are receiving an error, a link to the page where you are receiving the error is helpful.


We no longer use the old ticket system.. We have moved it all in to one system so its easier for us to manage.

[vonbrocklin]

Maybe I am missing something, but are you saying we should NOT be submitting tickets through our reseller H-Sphere Control Panel any longer, and should only send them via e-mail? I did not see this announcement, but your replies above make it sound like this is the way to submit requests?

I find it so much easier to email than to login to the admin cp, go to trouble tickets, that is just a hassle, but whatever floats your boat, however it does sound like it does not work anymore.

[Craig_Smith]

you can still use H-SPhere to submit tickets,, just make sure you include all relevant info no matter which way you choose to submit them.

[admin]

vonbrocklin and landiserve
No we are talking abou the old ticket system deskpro. We no longer use that. If your in H-Sphere you can submit it in your control panel or if your not you can email it to us. You can even email it to us if your in H-Sphere..

[vonbrocklin]

Thanks for the clarification. I never even really knew the old system existed so I wasn't sure what was up.

I always saw the info to login to the old one, but I never took the time to do so, there was plenty of info always included in the emails that it sent back so that I never needed to login, but I guess some people did do so, and probably bookmarked it while they were there.

[admin]

[onsitetech]

Admin,

No it doesn't say that at all....

Here's where I've been going for trouble issues....

http://support.vortechhosting.com/deskpro/upload/

SHow me where???

I'll send an email that's now requested for tickets but it's been about the email servers which are the issues. Seems like a catch 22 ???

Let me know?

onsitetech

[Craig_Smith]

Ok, one more time listen carefully.

DESKPRO is not being used anymore.

If you need support please send an email to support@vortechhosting.com

OR,

submit a ticket from your H-SPhere reseller panel.

[jgann]

I think one thing that may be throwing off people who used the Deskpro is that when you went there (like you used to do) it still showed a link for "new tickets" that didn't go anywhere. What Support had me do was to log-off on the deskpro page and then I saw the new info. Refresh didn't fix it - only loging off got me the new info. Until you do that the Deskpor Page still looked like the place to put in a ticket.

[onsitetech]

OK OK

Thanks for the update jgann...

That did it!

onsitetech