Free End User Support for Resellers !!!

[DPS Computing]

Originally Posted by eukhost.com

Yep. thats it.

Cool - am going to look to set this up in the near future when I get a moment

[swexpert]

Well Mark and everyone else,
It is a brilliant Idea. I was one of the first one to try implement this, using mail piping. However I could not complete my experiment due to lack of time first and then lack of an account.

What eUK needs to do:
setup serveradmin @ somedomain . com and setup dedicated staff to ensure that they're dealing with resellers' customers so maintain opacity.

What resellers need to do is:
Setup a form which sends mail to resellers support ID which adds a reseller ID TAG to headers and and forwards to serveradmin @ somedomain.com

it is received at serveradmin @ somedomain.com, extracting the resellerID tag and replacing all reference to eUK with the resellerdomain set against that resellerID. The reply is sent to reseller's supportmail where it is parsed again and forwarded to the customer.

The staff answering serveradmin mails will have to be told about not eUKhost, but that should not be a problem because the mail is already received at a different mail ID.

The objective is not to be 100% optimized but to test a possibility. Once the first steps are taken, a giant leap will follow. I am a bit hazy here today but I am sure a 100% satisfactory solution maybe developed for this.

eUKhost has been somewhat reluctant in being a completely anonymous host. The above possibily will work in tandem if they do.

Regds
IJ

[newYounes]

Originally Posted by swexpert

Well Mark and everyone else,
It is a brilliant Idea. I was one of the first one to try implement this, using mail piping. However I could not complete my experiment due to lack of time first and then lack of an account.

What eUK needs to do:
setup serveradmin @ somedomain . com and setup dedicated staff to ensure that they're dealing with resellers' customers so maintain opacity.

What resellers need to do is:
Setup a form which sends mail to resellers support ID which adds a reseller ID TAG to headers and and forwards to serveradmin @ somedomain.com

it is received at serveradmin @ somedomain.com, extracting the resellerID tag and replacing all reference to eUK with the resellerdomain set against that resellerID. The reply is sent to reseller's supportmail where it is parsed again and forwarded to the customer.

The staff answering serveradmin mails will have to be told about not eUKhost, but that should not be a problem because the mail is already received at a different mail ID.

The objective is not to be 100% optimized but to test a possibility. Once the first steps are taken, a giant leap will follow. I am a bit hazy here today but I am sure a 100% satisfactory solution maybe developed for this.

eUKhost has been somewhat reluctant in being a completely anonymous host. The above possibily will work in tandem if they do.

Regds
IJ

Wow! I must do this.

Thanx alot for all of that info man.....

Peace Out!

[DPS Computing]

Originally Posted by thug4life

Wow! I must do this.

Thanx alot for all of that info man.....

Peace Out!

Have you even read it?

[swexpert]

Originally Posted by thug4life

Wow! I must do this.

Thanx alot for all of that info man.....

Peace Out!

well do it on your own risk mate! Don't blame me if you come running pulling your hair off. Actaully its a bit complex, neither difficult nor impossible. eUKhost shall have to make some changes in their system which responds to such mails, namely addition of mx record top resellers domains so that mail systems don't reject mails sent by eUKhost on behalf of reseller domains. Also, they'd need to have the parsing script which replaces the refrences of eukhost with the reseller's domain.

Start it simple, create a form with a hidden field as reseller username and reseller "main domain". this will become the "from address" at eukhost's support deptt. Obviously, eUKhost will have to have a parsing script which reads this information and adds correct headers. The form could have sales and support as drop down menus, if support is chosen, the form goes to eUKHost otherwise it goes to sales @ reseller domain . com

Maybe I should work on it as a 1Pound per user donationware!

All the best, thug4life!

Regds
IJ

[DPS Computing]

Originally Posted by swexpert

well do it on your own risk mate! Don't blame me if you come running pulling your hair off. Actaully its a bit complex, neither difficult nor impossible. eUKhost shall have to make some changes in their system which responds to such mails, namely addition of mx record top resellers domains so that mail systems don't reject mails sent by eUKhost on behalf of reseller domains. Also, they'd need to have the parsing script which replaces the refrences of eukhost with the reseller's domain.

Start it simple, create a form with a hidden field as reseller username and reseller "main domain". this will become the "from address" at eukhost's support deptt. Obviously, eUKhost will have to have a parsing script which reads this information and adds correct headers. The form could have sales and support as drop down menus, if support is chosen, the form goes to eUKHost otherwise it goes to sales @ reseller domain . com

Maybe I should work on it as a 1Pound per user donationware!

All the best, thug4life!

Regds
IJ

Thats what I mean so thug4life cant implement what you said unless changes are made both at his end as well as eUKhosts.

Plus the fact thug4life doesn't even have a website yet let alone any need for reseller support!!

[eUKhost.com]

Originally Posted by swexpert

Well Mark and everyone else,
It is a brilliant Idea. I was one of the first one to try implement this, using mail piping. However I could not complete my experiment due to lack of time first and then lack of an account.

What eUK needs to do:
setup serveradmin @ somedomain . com and setup dedicated staff to ensure that they're dealing with resellers' customers so maintain opacity.

What resellers need to do is:
Setup a form which sends mail to resellers support ID which adds a reseller ID TAG to headers and and forwards to serveradmin @ somedomain.com

it is received at serveradmin @ somedomain.com, extracting the resellerID tag and replacing all reference to eUK with the resellerdomain set against that resellerID. The reply is sent to reseller's supportmail where it is parsed again and forwarded to the customer.

The staff answering serveradmin mails will have to be told about not eUKhost, but that should not be a problem because the mail is already received at a different mail ID.

The objective is not to be 100% optimized but to test a possibility. Once the first steps are taken, a giant leap will follow. I am a bit hazy here today but I am sure a 100% satisfactory solution maybe developed for this.

eUKhost has been somewhat reluctant in being a completely anonymous host. The above possibily will work in tandem if they do.

Regds
IJ

First part of your suggestion seems to be easy for me but the second part seems to be somewhat complicated. If you manage to implement post parsing of our replies then do let me know. that would be a huge benefit for our other customers who are not of your level

[flesso]

How about giving resellers access to the help desk if the error seems to come down to a more site-level code error?

[eUKhost.com]

Originally Posted by flesso

How about giving resellers access to the help desk if the error seems to come down to a more site-level code error?

impossible

root login details and account login details of customers are there in the helpdesk. We allow only limited IPs to access our helpdesk. You can download single user cerberus helpdesk to test your code.

[swexpert]

Originally Posted by eukhost.com

First part of your suggestion seems to be easy for me but the second part seems to be somewhat complicated. If you manage to implement post parsing of our replies then do let me know. that would be a huge benefit for our other customers who are not of your level

I know, that is why initially the first part was mentioned. Second part is phase II, so to speak. Fiest anything simple should be implemented so that logical errors maybe sorted out. Then it should gradually be updated to a more complex but automated process. Let me see what I can do about it.

Flesso, If the problem is website level code error, then eUK support will send back the message/mail to you, the reseller, and not the customer. Something like inter-department transfers. You can accordingly then check the code or forward the message to end-user as per your policies.

Regds
IJ

[DPS Computing]

It all seems like a great idea in theory and would work but would take a lot of effort to get right.

[jrad]

Hi,
When I see an email address, I sometimes try a www on it. So www.supportdepartment.net gets me to an "under construction" message. I was expecting to see eUKHosts when I did a Whois, but it's something else. So my point is that the client of the reseller should never see a reference to supportdepartment as the "under construction" message wouldn't give the right impression. Is this so, or is this domain returned on the HelpDesk's reply. Perhaps it would be better with no website.
Thanks
John

[DPS Computing]

An email has to seem to come from somewhere. So if you want anonymous email support it has to come from a non eUKhost website address. supportdepartment.net sounds generic and if people get a reply to a support email to a satisfactory standard then people tend not to question about the website where the email originated from.

Seen as though this service is available to all resellers how could you make a website to suit? I do admit the under construction could be changed but the question is - what to?

[eUKhost.com]

Originally Posted by jrad

Hi,
When I see an email address, I sometimes try a www on it. So www.supportdepartment.net gets me to an "under construction" message. I was expecting to see eUKHosts when I did a Whois, but it's something else. So my point is that the client of the reseller should never see a reference to supportdepartment as the "under construction" message wouldn't give the right impression. Is this so, or is this domain returned on the HelpDesk's reply. Perhaps it would be better with no website.
Thanks
John

Your customers will get our reply from clientsupport@supportdepartment.net but they wont be able to verify ownership of supportdepartment.net.

You can simply tell them that supportdepartment is your helpdesk server and tickets are answered from helpdesk.

[DPS Computing]

Originally Posted by eUKhost.com

Your customers will get our reply from clientsupport@supportdepartment.net but they wont be able to verify ownership of supportdepartment.net.

You can simply tell them that supportdepartment is your helpdesk server and tickets are answered from helpdesk.

Which is precisly what people have been asking for. Just think, if you could verify that eUKhost or a third party owned supportdepartment.net then any of your customers could do the same which would defeat the object of what is trying to be achieved here.

[247h]

Originally Posted by DPS Computing

...if people get a reply to a support email to a satisfactory standard then people tend not to question about the website where the email originated from ... Seen as though this service is available to all resellers how could you make a website to suit? I do admit the under construction could be changed but the question is - what to?

Out of curiosity I took a look at the website — eUKhost can't be serious?!

Yes, everything is discreet about the domain and its identity is well-hidden, but to have the index page bearing the immature text statement of "Its Under Construction man" is puerile and I wouldn't want to associate my support with THAT!

[DPS Computing]

I would suggest just a blank page to be honest. What does everyone else think?

[eUKhost.com]

Originally Posted by 247h

Out of curiosity I took a look at the website — eUKhost can't be serious?!

Yes, everything is discreet about the domain and its identity is well-hidden, but to have the index page bearing the immature text statement of "Its Under Construction man" is puerile and I wouldn't want to associate my support with THAT!

lol. I got it modified. I didn't check index page of supportdepartment.net before your post and indeed that message was funny.

We've never had anything in the index page from last 3 years so no one bothered to modify what was there on it.

[DPS Computing]

lol, that seems to be better. I'm sure no one can have a problem with the message on the page now. All sorted!