support tickets for resellers - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**esnail** · #1 (**permalink**) 10-09-2008, 12:34

I know this has been mentioned before in tremendous detail, but I'd like to be pointed in the right direction. So far I have dealt with all of my clients' queries myself, rather than allowing them to contact eukhost support directly - but I will be going away for a few weeks with little access to a computer so am wondering how to best redirect them to the eukhost support services without giving them the eukhost address. I remember this was covered on the forums some time ago and I'd like a little refresher

**DPS Computing** · #2 (**permalink**) 10-09-2008, 12:53

This covers it all and theres instructions for easy set up - should only take a few minutes:

Free End User Support for Resellers !!!

Hope that helps

.

**esnail** · #3 (**permalink**) 10-09-2008, 13:15

Thanks for the link

I'm assuming that clientsupport[@]supportdepartment.net is now the address to use?

One problem with the system is that in order for me to receive copies of my client's dealings with support desk, I need to use a form on my main website for them to access and submit their support request, but given that that site is on the same server as my client's, if their problem is that the server is down, then my site won't be accessible either.
I'll look into it more...

**DPS Computing** · #4 (**permalink**) 10-09-2008, 13:21

1) Yes cliensupport[@]supportdepartment.net is the address to use.

And 2) Very good point - however you could host the form and support page on a small free webspace provider (preferably the one provided with your ISP as its ad free) and that way it'll be up even when your server is down.

Hope that helps

.

**esnail** · #5 (**permalink**) 10-09-2008, 13:26

My ISP is virgin - would you trust that??? lol I wouldn't use a free host - gives the wrong impression, but might re-setup another reseller somewhere - eggs'n'baskets and all that!! I recently let one go becase (touch wood) Eukhost has been fairly stable recently, so I wasn't getting my money's worth - maybe it's a good time to play with a cheap US VPS...

**DPS Computing** · #6 (**permalink**) 10-09-2008, 13:53

Yer, thats also another good idea - a slightly better one if you have a little money spare - or even another account with eUKhost just on a different server considering you've had good service?

**eUKhost.com** · #7 (**permalink**) 10-09-2008, 13:55

Quote:

Originally Posted by DPS Computing

1) Yes cliensupport[@]supportdepartment.net is the address to use.

And 2) Very good point - however you could host the form and support page on a small free webspace provider (preferably the one provided with your ISP as its ad free) and that way it'll be up even when your server is down.

Hope that helps

.

lol. possibility of free host being down is more than his server being down.

They guarantee 99.95% downtime.

**DPS Computing** · #8 (**permalink**) 10-09-2008, 13:58

Quote:

Originally Posted by eUKhost.com

lol. possibility of free host being down is more than his server being down.

They guarantee 99.95% downtime.

Well that is also a very good point - I was just thinking of a free option!!! Maybe the 0.05% uptime though will be the 0.05% downtime of eUKhost and work perfectly though!!!

**Lance** · #9 (**permalink**) 10-09-2008, 15:03

esnail,

how long are you away for?

do you use your own ticket system?

how many clients do you have and whats the average daily ticket submissions?

regards

Lance

**esnail** · #10 (**permalink**) 10-09-2008, 23:52

Ticket submissions wont be many and it'll really only be if the reseller server goes down. I know that half of my clients don't even check their sites on a regular basis, but I feel obliged to have some support in place for them.
I have a acquired a small VPS and will have fun playing with that, and it'll host my support page for the short time while I'm away.

**Lance** · #11 (**permalink**) 10-09-2008, 23:55

we`ll cover your ticket support if you want whilst your away, we`ll do it from one of your email addresses to keep the support within your business.

PM me if your interested.

**esnail** · #12 (**permalink**) 11-09-2008, 10:40

Thanks for the offer, but I'm now happy with the system I have in place. Are you connected with EukHost Lance?

**Lance** · #13 (**permalink**) 11-09-2008, 10:44

we are a client of EUK yes, we have 4 dedi`s and some VPS here...

the offer was to cover your holiday period only

**esnail** · #14 (**permalink**) 11-09-2008, 12:50

It was a very kind offer and much appreciated Lance

**Lance** · #15 (**permalink**) 11-09-2008, 12:52

no worries... your welcome