H-Sphere Menu Based Guide
Getting Technical Support |
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Your control panel comes with an integrated support center that allows you to communicate your problems and questions to support staff using a web browser. Main Administrator Screen Sending Trouble Ticket Following Up Trouble Tickets Changing Ticket Properties Closing Trouble Tickets Other Features To enter the Trouble Ticket Administarator Panel, Select Ticket Administration in the Support Center menu. Main Administrator Screen V TTAP dostup k osnovnim deistviyam osuschestvlyaetsya s pomoschyu nahodyascheisya v shapke paneli knopok: V TTAP vi vnachale popadaete na osnovnuyu stranicu, gde nige shapki s knopkami nahodyatsya: 1. Statistika po ticketam ( sleva vverhu ) 2. Forma dlya bistrogo poiska ticketov. 3. Otchet o ticketah s naibolee visokim prioritetom assignutih vami. 4. Otchen o samih novih na assignutih nikem ticketah S pomosch'yu vipadayuschego spiska vnizu vi mogete izmanyat kolichestvo vivodimih v etom otchete ticketov, a pri pomoschi checkboxov v pervom stolbce otcheta, otmechat te tickety k kotorim budet primeneno deistvie vibiraemoe v radiobuttonah vnizu ticketa (Assign, Close, Delete) i osuschestvlyaemoe nagatiem knopki Apply . Sprava vnizu nahoditsya ssilka Export s pomosch'yu kotoroi mogno exprotirovat otchet v file formata csv. Sending Trouble Tickets To report a problem, do the following: 1.Select Make Ticket button in Quick Buttons Bar on the top of TTAP. 2.On the page that appears, compose the problem report: Title: the subject of your trouble ticket message. E-mail: your e-mail address. It is required if you want to receive an e-mail confirmation that your trouble ticket was received by the technical support. Disable email confirmation: check this box if you do not want to receive the e-mail confirmation upon receiving tickets. Priority: state how important or urgent it is for you to have this problem taken care of. 3 urovnya: low sootvetestvuet priority 25. normal - 50 high - 75 Question: enter a question or describe your technical problem. Important: (available in version 2.3 and higher) when posting a trouble ticket, do not enter texts in HTML. Support system will not transform it into the plain text, but post it as it is. E.g: entering problem will show up in a trouble ticket only as problem which will make it difficult for TechSupport staff to read. Use it only when HTML tags are important. Attachment: (available in version 2.3 and higher) you can add it if a trouble ticket was sent to you by email. Users with web-based TechSupport system won't be able to retrieve it. 1.Click Browse at the bottom of the ticket; 2.Choose the file; 3.Click Upload. The filename shows in the Attachments section. Note: if a ticket was created in a control panel, the user will view this TT in a web-based interface and won't be able to view the attachment. 3.Click Submit. Your ticket will be sent to the technical support. Alternatively, you can launch the trouble ticket composer from virtually any place in your control panel: Following Up Trouble Tickets To see your trouble tickets and answers to them, do the following: 1.Viberite ssilku na Trouble Tickets iz kakogo-nibud otcheta ili rezultata poiska 2.On the Trouble Tickets page that appears, click column headers to sort your trouble tickets: 3.Click the corresponding trouble ticket title. 4.Enter a follow-up trouble ticket in the box that appears: 5.Esli vi hotite napisat otvet na ticket ili dobavit note, naberite text v nahodyaschemsya vnizu pole vvoda i nagmite Submit. Izmenenie svoistv ticketa Vy mogete izmenit osnovnie ili dopolnitenie svoistva ticketa. Perekluchenie megdu nimi osuschestvlyaetsya pri pomoschi linkov “Main / Addittional” v skobkah posle “Ticket Info”. Na stranice osnovnih svoistv vy mogete pomenyat state, asiigned admina i priority tikceta, izmenit account k kotoromu privyazan ticket, ostavit zapis ili otvet na ticket i uploadnut files, prilagayusciesya k tikcetu . Krome togo tam nahoditsya otchet o ticketah ot togo ge usera i stogo ge email, chto i prosmatrivaemii: Dlya togo chtobi izmenit svoistva tikceta nado vibrat sootvetsvuyuschee znachenie state i assign iz vipadayuschego spiska ( v “Assign” znachenie “nobody” sootvetestvuet tomu, chto ticket ne podnyat ni odnim iz ticket administratorov, a takge vvesti znachenie priority v diapazone 0..100 v sootvetstvuyuschem pole, a zatem nagat knopku Submit. Dlya izmeneniya accounta, k kototoromu privyazan ticket nugno kliknut na iconke Change v sekcii “User/Account Info”, zatem v poyavivshemsya okne s “Search Account” zadat parametry poiska accounta i zatem v okne s rezultatami: nagat na ssilku Choose vstaroke sootvetstvuyuschego accounta. Esli nagat na Back to proizoidet vozvrat na stranicu “Ticket Info” bez izmeneniya accounta, k ktotoromu privyazan ticket. Na stranice dopolnitelnih svoistv ticketa podobnim obrazom mogno pomenyat title i email. Closing Trouble Tickets Once you've answered a ticket and don't need it any further, you can close it. There are two options: 1. Nagmite na ssilku Close na nugnom tickete v kakom-nibud otchete ili rezultate poiska ili 2. Open a trouble ticket and once you answer it, click the Close button near the ticket title. Closed trouble tickets are regarded as deleted and are not available for your viewing ( krome sluchaev, kogda vi ih naprymuyu nahodite poiskom) Other Features Krome visheperechislennogo iz TTAP vi mogete: 1. Vipolnyat poiski ticketov po razlichnim kriteriyam ( est dva tipa poiska – v ramkah tekuschego resellera i “In Resellers”): Forma poiska “InResllers” otlichaetsya tolko nalichiem vipadayuschego spiska s viborom konkretnogo resellera ili “Any”( v sluchae esli tickety ischutsya vo vseh resellerah). Reultati poiska budut vivedeny v sleduyuschem vide: 2. Prosmatrivat i izmenyat informaciyu o tekuschem ticket administartore. Dlya izmeneniya svoistv, pomenyaite znacheniya v sootvetestvuyuschih polyah i nagmite knopku 3. Proizvodit poisk po Knowledge Bases, a takge provodit ih administrirovanie.
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