Anonymous Support Guide
This guide has been written to help new resellers understand how our 24x7 Anonymous support service for your clients work and what information we'd need to set it up for you
1 - Explanation
Our Anonymous support system allows your clients to submit tickets to us via a customized helpdesk and directly via email to our system. The customized helpdesk would be deployed on a domain you host with us on a URL similar to this: http://helpdesk.yourhosting.com/support/index.php
Your clients could visit this URL and submit tickets after logging in via their HSphere username and password. Your clients could also submit tickets via email to an email address similar to this: techsupport@yourhosting.com. Emails to this address are accepted as tickets and are put in the support queue. The client would receive an email giving them their ticket ID and the estimated response time.
As a reseller, you'd also be able to access our Centralized Support interface where you could view all tickets that have been submitted and their current status. You could answer any ticket submitted on your own or let a JodoHost support representative answer in in due time. The interface would also allow you to answer tickets that are not of technical nature and which have been assigned to you for an answer.
2 - Information Required
Below is a view of a HelpDesk that would be provided to you for your customers
To setup your helpdesk, JodoHost will require the following information:
1) Reseller Username: The username of your reseller account (and not of any sub account)
2) Domain: Any domain that is hosted in your account. If you provide us with the domain yourhosting.com, we'll setup the helpdesk at http://helpdesk.yourhosting.com/support/index.php
3) Title: This is the title of your helpdesk and will replace the text "JodoHost Support Center - Welcome!"
4) Introduction: Any text you wish to put undernath the title. HTML is accepted here
5) Contact Us: Any text you wish to put in the Contact Us box. HTML is accepted
To setup Email Support, JodoHost will also require:
1) Company Name: Your company or organization's name
2) Company's Email Address: Your company's email address (eg: info@yourhosting.com)
3) Technical Support Address: You must create a technical support address (eg: techsupport@yourhosting.com) which has a forward set to cerberus@hspherehelp.info. Provide this email address to JodoHost
Below is the view of the Centralized Support system which you'd have access to:
For us to setup access to the support system, we'd need to create Agent profiles for you and your staff. For that, for each Agent who you'd like to give access we need:
1) Full Name: eg - Stephen Evans
2) Alias: eg - Stephen
3) Email address: eg - stephen@yourhosting.com
Please restrict the number of agents you wish to give access to Two. Beyond that, Jodohost would charge $10 as setup fee per Agent.
Once your service is setup, you could access this interface from http://www.hspherehelp.info/support/ with this login information:
Username: resellerusername-alias
Password: temppass
You are advised to change your password as soon as you login.
3 - Service Setup
To have your Anonymous Service setup, please email all this information to resellersupport@jodohost.com. Keep the subject of your email as "Anonymous Service Request". You can expect your Service to be setup within 2 business days. Updates to this information should also be sent to this email address with the subject "Anonymous Service Update".
4 - Service Charges
Anonymous Service is available to all resellers at a flat fee of $0.50/month per account they are hosting
