Your reseller system comes with an integrated support center that allows your clients to communicate their problems and questions to you from their control panel or via email. All tickets are logged and assigned a ticket number in your reseller control panel for easy replies.

Organization Is The Key To Effective Support:

Support requests need to be organized, tracked and managed from one location which is why we have included a robust trouble ticket system accessible from your control panel.

Easy Access For Your Clients - We believe your support system needs to be easy for your clients to access, which is why we provide 2 easy ways to log support tickets: (1) An email to a specified address (eg: support@yourdomain.com); or (2) a simple submission from your end users' control panels will result in a ticket being logged to a database.

Furthermore you are able to open support tickets on behalf of your clients (useful for call center and telephone support requests).  You may even set individual support addresses with each being assigned to a specified queue or staff member, i.e., support@yourdomain.com goes to support queue, billing@yourdomain.com goes to billing queue, etc.

Allocating Support Calls - You can create multiple support accounts for internal staff enabling you to scale your support operation as your client base grows. Managers are able to assign individual calls to specific staff members to take advantage of specific skill sets within your organization.

Organizing Support - Each support ticket is assigned a unique ticket number which is relayed to your clients via autoresponder. Tickets can be searched by various fields allowing you to respond quickly to any request. Once a ticket is answered and closed it will be archived for recall at any time. Tickets can also be re-assigned if required

Reporting - The system can provide various statistics including number of open tickets, unassigned tickets and historical call statistics to show past ticket logging events.

Answering Support Tickets - Support tickets are managed from the main reseller control panel via means of a web-based interface. Your support staff can browse calls and respond accordingly. Once a request has been answered your system will automatically send a reply via email to your end user. The ticket can then be left open if required or closed if complete. Answered tickets are automatically sorted to a new 'answered' list for easy management. Should you request a further response from an end user you will be alerted right away via email when a response is received therefore increasing your response time.

ValueReseller offers the most complete reseller hosting solution available.