Your customers can create support tickets from the customer portal. You will see them in a single place. You can also create a support ticket on behalf of a customer.
To create a new ticket on behalf of a customer, click “New Ticket.”
The default ticket status is “Waiting on us,” meaning the ticket is submitted, waiting for a reply or the next steps.
Following are tickets lifecycle and status-
Waiting on Us: Ticket is submitted either by the customer, API, or admin on behalf of a customer.
In Progress: When tasks or work is in progress to resolve a ticket, you can make the ticket as “In Progress.”
Resolved: You can mark a ticket as “Resolved” if the issue is “Resolved.”
Closed: A customer or an admin can close a ticket. For example, the customer creates a ticket, and later, the customer solves the ticket then closes the ticket.
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