Browse Tag: Support

New admin permissions

HostBill gives you the ability to set different levels of privileges for different staff members or different department. With our latest release we’ve added new admin ACLs (permissions) that can be enabled/disabled in admin profile or in admin team settings.

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Support PIN plugin

New plugin: Support PIN

Providing your customers with excellent support service, especially via phone, can be a daunting task. The vital part of it that unfortunately often turns out to be the most difficult is client identification process. To make things easier we’ve created the Support PIN module that will simplify and secure the process of receiving phone support.

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HostBill 4.2.2 Release

Another exciting week of development passed – we’re happy to introduce new version of HostBill. Whats new?

Priority Support Plugin
Working in service provider market your company surely have customers falling under different SLA than others, to whom you’re obliged to respond faster.
HostBill features becomes handy here – you can now define priority support packages, which will automatically make your priority tickets stand out, and alerts you once such ticket is submitted or required reply.
For more details about configuring priority support in your HostBill visit http://wiki.hostbillapp.com/index.php?title=Priority_Support

For full changelog visit: http://hostbillapp.com/changelog

HostBill 4.1.0 Preview: Ticket Views

Just a couple of hours left before new HostBill version release – we’d like to take a time and show you amazing new feature of upcoming update.

HostBill ticketing system is recognized as easy to use, despite being packed with dozens of useful features. With new version we’re adding new one to admin ticketing interface – Ticket Views. Now every admin will be able to define his custom ticket listing, select auto-search & ticket filter criteria, columns and column order displayed in view.
Each admin can define his private views (displayed only for him), or public (displayed for all support staff members).

Use cases:

  • Using mobile phone and want to catch up with your tickets on train? Define mobile view to display only your tickets and ticket subjects/status (you don’t need anything else on small smartphone screen) – one click away and you can see only what you need.
  • Using ticket tags & search terms to sort special groups of tickets – define view and have them one click away from you
  • Certain search term repeats? When entering new filter details you can store it as view with one click


HostBill 3.4.1 Release – introducing ticket sharing

HostBill is now compliant with NetworkedHelpdesk.org guidelines – an initiative that allows you to connect multiple communication streams together to provide great customer experience. You can now connect multiple HostBill installations to work with other brands or branches in your company on support issues. You can also outsource your support easily to other companies – share your tickets!

  • You can connect one or more HostBills to work on your tickets
  • Create training environment easily, without giving access to main brand data to new employees
  • Connect other help desks in your company
  • Secure – shared ticket notifications are sent by HostBill master – source for ticket share
  • Easy to share – just click More actions->Share with #your_tag_name
  • Easy to aggregate – shared tickets are marked by ticket tag. Remove tag = remove share

Learn more about ticket sharing at http://hostbillapp.com/features/apps/support-system.html

Full changelog:
hostbillapp.com/changelog/

Order/ free trial:
hostbillapp.com/order/

Assign Ticket & External Ticket Addon

Feature Overview

Assign Ticket & External Ticket Addon allows to assign tickets for staff outside any department. Add-on is responsible for creation of new profile to view & access certain ticket.

Backstory

We hired new developer to make HostBill integration with current website

We were in need to supply him with ticket ID so he can work close with the client. We do not want anyone new enter our main billing system  so we created this addon that sends  him email with following content

Hello

You have been assigned to ticket at HostBill System

Ticket [#6741ee] – Import from CVS

Log in here: http://hostbillapp.com/clientarea/superadmin/
Username: TestUser
Password: ErwEERRR

Developer can now work with client on this ticket, ONLY on this ticket.

Video Tutorial

Download & Install

1. Download file from http://cdn.hostbillapp.com/modules/externaltickets/externaltickets.zip
2. Copy zip archive into HostBill directory: /includes/modules/Other
3. Extract all files

4. Activate in HostBill – http://cdn.hostbillapp.com/modules/externaltickets/external_tickets_activation.swf

5. Tour – http://cdn.hostbillapp.com/modules/externaltickets/external_tickets_tour.swf

End Of Shift Report Form

Back Story

When someone finish shift every manager should know what have been done during shift. This addon enables employee to write report with closed/resolved  tickets during his/her shift. Usage of this addon is not only for support staff. You can make usage of it for support department, sales department or developers.

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Support Tickets: Custom Fields

Backstory

Running hosting company support is critical. You need to decrease number of replies for customers to get problems solved.

You very often ask clients for

  • root password for VPS
  • Version of software they are running
  • Upload necessary files

This is why we have added new feature Custom Fields. Your customers can immediately add additional information when new ticket is created.

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