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Usability updates to the ticketing systems in Hepsia and the Reseller Control Panel

Ticketing System alertsBased on your valuable suggestions, we have made a few noteworthy enhancements to the ticketing systems in both the Hepsia Control Panel and the Reseller Control Panel.

The updates, both visual and functional, are aimed at making our communication with you and your web hosting customers a bit more straightforward and interactive.

Here is a quick overview of the new improvements:

New notification alerts in the Hepsia Control Panel

So far, the tickets in the Web Hosting Control Panel have had two basic statuses – Open and Closed. Now each ticket will also be flagged to show if it has been read by the customer or not.

Tickets that have received a new response will alert the customer with an orange flag – ‘New Message’. Those featuring a response from the technical support team, which has been seen by the customer will be labelled with a green ‘Received Assistance’ flag:

Ticketing system - new statuses

NOTE: When a customer reads a ticket with a new message, the ticket will automatically obtain a ‘Received Assistance’ status, no matter if the customer has left any comment or not.

The new message alerts will also be visible in the Inbox notification area inside the Control Panel (the header area):

Ticketing System updates - inbox alerts

Additionally, if our technicians open a ticket about a very important situation like exceeded resource limits or service violations, a special ‘Immediate attention required’ message will pop up when the customer opens their Control Panel: 

Ticketing System updates - attention required popup

A new tab in the ticketing system of the Reseller Control Panel

The new ticket enhancements also involve you – our resellers. If we need your cooperation on a particular client’s ticket, our technicians will be able to leave you a comment directly from that ticket. This will let you look into the situation directly and eliminate the need for the technician to open a separate ticket.

This has been reflected in the Support section of the reseller hosting Control Panel, which now features a brand new tab named Tickets from ResellersPanel:

Ticketing System updates - Reseller Control Panel

There you will find all client tickets that the technical support team has added a comment to. Additionally, you will get an email notification as soon as a new comment pertaining to a client’s ticket has been added.

Originally published Monday, December 15th, 2014 at 5:32 pm, updated December 19, 2014 and is filed under Web Hosting Platform, Hepsia Control Panel.

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