Anonymous support for my clients

[davel]

Hi,

I've had a reseller account for a couple of weeks. It's my first one so I am currently just getting used to it all. Anyway I am doing websites as a bit of a job on the side and want to be able to go on holiday/away for the weekend without worrying that my clients have no support when I am not around.

The EUK website says "Free End User Support ! - This service covers 24x7 Support for customers of our resellers anonymously. Your customers can email our helpdesk on an anonymous email address for 24x7 support or you can redirect your support emails to our helpdesk.

You can also setup your support request forms on your website to redirect emails to our helpdesk. Please contact our support team for more information. "

When I asked the live chat people about it they said "For your client to contact us for support they need to register them self from http://support.eukhost.com/ to open a ticket for support or can directly email us on support@eukhost.com but in both of that case they need to mention that they are under your reseller account (your domain name and username) so that we can locate the account fast. "

This is not nearly as invisible as the EUK website claims. In fact it destroys the illusion that I am hosting my clients' websites myself.

Is this really the most 'anonymous' (to quote the website) that the End User Support is?

It falls a long way short of anonymous in my book.

I'd be glad to hear the thoughts of other resellers (and anyone from EUK who might like to comment).

Thanks for your thoughts,
Dave.

[flesso]

You can set forms up on your website for your clients to use. We have an alternative email address which will be used for the free end user reseller support (support [at] supportdepartment.net) and all our staff will have no sign of euk in their signatures.

[eUKhost.com]

not sure who gave that answer on livechat. All you need to do is redirect your tickets to techsupport[@]supportdepartment.net and it will go to Reseller End User Support queue in our helpdesk. Guys wont use any sort of signature while answering ticket in that queue and they have strict guidelines to follow rules.

Your client will get a response directly from our support team without disclosing identity of eUKhost.

[davel]

Thanks flesso and Mark. That is the sort of answer I had been expecting what I asked on livechat. I asked two guys on livechat and wasn't convinced that what they told me was right so I thought I would see what the forum yielded.

I an happy with the approach that you have outlined. It'll do just what I want it to.

Thanks for your answers.

Dave.

[eUK-Martin]

The best way is to create a support form on your website or make sure that they mention their domain name atleast in their request or else it would make a lot difficult for us to locate the account as we do not have any records for reseller's clients and hence will unnecessarily make the ticket lengthy.