Your support control panel provides you the ability to open
trouble tickets, ask questions, change your passwords, pay
your bill, view billing history, search our knowledge base,
setup email accounts, add services and much more.
Q:
How do I get to the support control panel?
A:
You can log into your support control by entering http://www.YOURDOMAIN.com/cpanel
in your favorite browser.
Q:
How do I access my account?
A:
You can access your account by entering your customer-id
and password in the fields provided. When you click the log
in button, you will be directed to your account control panel.
Illustration I - Control Panel Login
Q:
How do I open a support ticket?
A:
Your support control panel provides you the ability to open
trouble tickets or ask questions of our Technical Support
team. To start the process, click the SUPPORT link on the
red menu bar. You will be directed to the support ticket system.
Illustration II - Control Panel
Q:
Why use Search for Answers?
A:
Your support ticket system allows you to access our knowledge
base to find answers to your questions. It is recommended
that you perform a search here before actually submitting
a trouble ticket. If you are unable to find the answer you
are seeking, click the 'Ask a Question' link to create a trouble
ticket for any issue that you maybe experiencing.
Illustration III - Support Ticket System
Q:
How do I use Search for Answers?
A:
To use our knowledge base query system, simply select a
category your question or issue may be related too. If you
are unsure of the category, select ANY. Select your search
by criteria from the drop down provided. Search by PHRASE
allows you to enter a keyword or phrase to match during the
query process.
If you have an existing ticket opened or solved, you can
search by CONTACT or TICKET# to find an answer. If you have
experienced the same problem before and resolution was provided
by our technician, the result of your search will list all
tickets for the CONTACT or TICKET# you enter in the input
box provided.
Select the sort order you want your matching search criteria
to appear in the resulting report. Click the link provided
in the resulting report to display details entered on the
ticket numbers listed.
Illustration IV - Find Answers Panel
Q:
How do I Submit a New Ticket?
A:
To submit a new support ticket, simply enter your email
address in the field provided. The email address entered will
be where all responses to your problem is delivered. Enter
the domain name or your website URL where the problem is occuring.
Select a category your question or issue is directly related
too. Enter a phrase in the subject field. The subject entered
here will be displayed in the subject of the email delivered
to your email inbox.
If you are getting an error, please include the
exact text of the message in the field provided (e.g.
"HTTP 404 - File not found").
In the field provided enter a detailed description
of your problem (e.g. "I cannot retrieve my
email."). The information entered here will be used by
the technician to resolve your issue quickly. Enter as much
detail related to your problem as possible including steps
or action taken before your received an error message and
please include a contact phone number.
If you have searched our knowledge base for an answer and
it did not work for you, enter a detailed description
of any troubleshooting steps you may have taken
(e.g. "I created a test email account and sent a test
message to that account.")
After you are sure you have entered information in all of
the required fields (* = required
fields), click the Submit Ticket button. A
support technician will be assigned to your issue in the order
that it was received.
Illustration V - Submit New Ticket Entry Panel
Q:
How do I Update an Existing Ticket?
A:
If you have an existing support ticket open and you would
like to view the status or add information to the ticket,
click the 'Update Your Ticket' link. You will be directed
to a list of support tickets for Any of status and category
by default. To see tickets in the unresolved status, click
unsolved in the status drop down and click the search button.
To see tickets in any of the other status options repeat the
process.
If you would like to see only tickets in a particular category,
you can select the desired category in the category drop down
and click the search button. For example, if you wanted to
see only tickets opened for email issues, click email issues
in the category drop down. To see tickets in any of the other
category options repeat the process.
If you want to search existing tickets for a phrase or ticket#,
enter your keyword or phrase in the input field provided and
select a search by criteria. Click the search button and a
list of existing tickets will be display that match the keyword,
phrase or ticket number entered. Note the keyword search works
in combination with your status and/or category drop down
selection.
From the list displayed click 'Update' to see detailed information
entered in the ticket. In the Username field enter your first
or last name. This entry will be used by the technician when
responding to your ticket either by email or telephone. Entry
the information you want to add to the ticket in the Add
to Your Description field provided. Click Update
Ticket button when you have entered your update. Be sure the
required fields contain information before clicking the Update
Ticket button.
If you approve the response of the support technician or
you were able to resolve the problem yourself, click the This
ticket is now solved box and your ticket will be
automatically submitted in a Solved status.
Illustration VI - Update Your Ticket Report
Q:
How do I Close an Existing Ticket?
A:
If you approve the response of the support technician or
you were able to resolve the problem yourself, follow the
steps under 'How do I Update an Existing Ticket?' You can
enter additional information and/or click the This
ticket is now solved box and your ticket will be
automatically submitted in a Solved status.
Technical Group.