Providing Support

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In order to provide efficient support via Hostcontrol, several solutions are included. This article focuses on how to set up your support in this manner, and does not contain any support-related information which you may find in other places in this wiki.

In this, we can refer to passive support and active support.

  • Passive support involves providing the information, often by providing a correctly written article which a customer can easily find, or an FAQ question.
  • Active support means answering a question directly, or resolving an issue yourself instead of instructing a customer to do it.

Good support is defined focuses on providing quality in both ways; providing sufficient information passively and by efficiency and speed of response in active support.

Passive support

You could offer passive support in a myriad of ways. The solutions discussed below are the things we currently offer in Hostcontrol.

Support articles in Customer Area

The Customer Area, by default, has a number of subjects which customers will reliably ask about, such as e-mail settings, what different status reports mean, or how they may do something like redirect or link their domains to a hosting solution. You can edit these in the Storefront Editor by creating an include.

A few defaults are included with the templates which you may freely edit. Per default, these are given in English.

Support articles on the Storefront

Offering more information about products and how they work can be displayed on the Storefront as well in a page created for this purpose. This may save on support work, and may serve as a convenient source to point customers towards.

Active support

Hostcontrol allows for active support by providing a ticketing system between the Customer Area of your Customers, and your own Reseller Area. Tickets submitted by your customers will appear in your Support > Overview panel. You may organize and answer these tickets by writing Fast responses to serve as templates for answers, and providing Categories to add some structure.

Per default, some default System e-mails for resets and new customer sign-ups are provided. You may brand and edit these as you see fit.

Fast responses

At the Support > Templates screen, you may create new templates, and assign them to a Category. You can provide a few arguments when creating this template:

- The category it should take (allows for organisation at the Reseller Support overview). - The name it should show at the Reseller Support overview. - The subject of the response, if none is given. Per default, when answering a ticket, the subject is not changed. - The body of the e-mail may be provided with some layout. Hostcontrol supports Markdown as a HTML-scripting language, allowing you to write quickly and provide a bit of structure to e-mails without resorting to HTML directly.

Additionally, we offer the default templates with a new account here: File:Templates english.zip

Hostcontrol-specific arguments

In addition to Markdown, Hostcontrol also has a number of internal variables (binds) which may be used when creating a support template. This will allow you to create label-independent templates, allowing you to re-use the same template several times if so desired.

In this case, ignore the spaces (only put there for clarity)

{{ label.brand }} : Retrieves the label name
{{ customer.primary_ contact.name }} : Retrieves the name of the Primary Contact in the customer's account (primary name according to whois)
{{ customer.primary_ contact }} : Retrieves the name of the customer account (primary name according to Hostcontrol)<
{{ customer.primary_ contact.email }} : Retrieves the primary e-mail address of the customer.
{{ label.primary_url }} : Provides the URL of the primary URL you are using as Storefront.

Categories

When writing a fast response, you could add this to a category. This allows you to sort out responses by subject, and provides greater efficiency when answering support questions.

Categories may be created at Support > Templates. After creation, both new and existing templates may be added to it.