Trouble Ticket

[aVex]

Hi Hi,

I need to know how to submit a trouble ticket. If I am using an Admin account but I need to submit a trouble ticket to Matrix, where do I go to do the submission ?

Seems like if I send from the main CP and Admin CP, they both route the trouble tickets to myself.

ANybody can tell me please ?

Thanks !

[vonbrocklin]

You need to send tickets from the main Vortech control panel using the username and pwd you created when you first started your account. (Not your admin CP or your service domain CP). Look up and you will see a link to the main control panel. Or you can send email directly to support@matrixreseller.com. Be sure to include your username, domain, and the customer domain that is having problems.

[BCS]

With reporting support issues, does Vortech prefer the HShpere ticket system be used or a direct email? Asking because we submitted a call through the CP on Jun 12, 2003 (74246) and
it has not been assigned/replied to as of a few minutes ago. The call is not a high priority item, but for future reference would like to know the preferred method.

Thanks

[Vixen]

To be honest, either way is sufficient as long as all the relevant information is included. They all look the same, basically, once they are in the support center.

BCS, if you can post the ticket # I can check and see why it has not been replied to.

[BCS]

Thanks Vixen ... I did in the post - Jun 12, 2003 (74246)

[Vixen]

Ok, I found your ticket. It was reassigned to Admin, by another tech and he has been seriously swamped with this @mail issue (also he is off on the weekends). I apologize for the delay and I will try to get him to look at the ticket this evening or tonight.