Customer Dahsboard - Support
The support section of customer dashboard is used for contacting us in any matter of your service. here you can both create support ticket here if you have any technical problems or you can ask a question about billing for your account.
In this part of customer dashboard you can get access to the following sections:
- 1 Tickets
- 2 Announcements
- 3 Knowledgebase
- 4 Downloads
- 5 Network Status
- 6 Open Ticket
Section 1: Tickets
This section consists of a table with all tickets you submitted so far. It contains some of useful informations about these tickets, like:
- Department- department the ticket is assigned to. Please note that department can be changed by our support team to assign your ticket to the appropriate support team member
- Ticket number and subject - ticket number is assigned automatically during submitting, subject is provided by a customer in a new ticket form
- Status - ticket status information, it can take 4 vaules: Open (newly submitted ticket), Ansewered (support team has written a comment), Customer-Reply (appears , when a customer replies to a ticket), Closed (issue has been resolved)
On this page you can select a ticket you want to reply to or see conversation history. Just click on the desired table row to open ticket page. You can also open a new ticket here by pressing "Open Ticket" button.
Open new ticket procedure is described in Section 6 of this guide.
Ticket page is a place where you can write reply or read ticket history containing support replies.
You can find following sections here:
- 1 Ticket information - basic data of selected ticket
- 2 Converstaion history - all replies are displayed here
- 3 Reply - if you want to write a reply use the highlighted top bar or button in the left sidebar to open reply form
- 4 Close - if your issue has been resolved, you use this button to close the ticket
- 5 CC Recipients - if you need to send a reply to another person, add his address email here
- 6 Sidebar menu - for easy navigation in support part of customer dashboard
To write a reply you need to click "Reply" button or bar described above and fill in the form that appears at the top of the conversation history and press the "Submit" button.
Section 2: Announcements
This is read only section where we are publishing important news that may affect your services. Please check this section regularly to be advised of any news regarding our IT infrastructure and offer.
Section 3: Knowledgebase
In this section we publish all our guide articles divided into categories for better navigation. If you are not sure how to use your service or how to configure some options, this is the first place, where your should seek for information.
To find desired guide you may browse selected category or use search bar at the top of the page.
Section 4: Downloads
We use this section to share files with our customers.This could be anything from product user manuals, relevant software utilities or even the actual products being sold. If we share any file with you, you will see it here.
If we share any file with you, you will see it here. If you have any file for download, you will see it here. To download a file, first select category and than click on file you want to download.
Section 5: Network Status
This section provides information of statuses and eventually issues with our servers. You can find real-time overview of our servers here, where you can check if there's any known issues.
Section 6: Open Ticket
This is a direct link to open new ticket page bypassing ticket list mentioned in section 1. You should use this link if you have a new issue and you would like to start a new conversation with our support. After clicking this link you will see the form divided into three sections:
Ticket Information
Informations you need to provide here:
- name and email address. If your are logged in these fields will be filled automatically
- Department - select department of our support you are targeting your ticket to
- Related Service - select the service from dropdown menu you ticket is regards to
- Priority - you can indicate here how urgent is you issue
Message
You need to write a subject of your ticket and message. Please be descriptive with your issue, so that our team can quickly identify and resolve your issue
Attachments
In this part of the form you can attach a file to your ticket. It could be screenshot showing nature of your issue. To attach a file click "Select File" button. If your ticket requires more than one file attached use "Add More" button.
At the and of the form you will see one more section - Knowledgebase Suggestions. You can check here if your issue is described in our knowledgebase, so you can quickly find solution by yourself.
Once you've filled in all form fields use "Submit" button to create and submit your ticket. You will see a confirmation if your ticket was successfully submitted.
