Browse Tag: support tickets

New HostBill version is ready and available to download. Check out what’s new in 4.1.0:

Cloud OrderPage
This is 1 of 2 new order pages with HostBill 4.1.0 – ideal for Cloud/VPS packages, with amazing graphics and functionality!

Check out video preview at http://hostbillapp.com/features/order-pages.php

Package sliders, One-step orderpage
If you’re selling virtual data centers or any configurable packages with popular pre-made sets – this is perfect orderpage for you.

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Just a couple of hours left before new HostBill version release – we’d like to take a time and show you an 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 their own custom ticket listing, select auto-search & ticket filter criteria, columns and column order displayed in view.
Each admin can define their private views (displayed only for them), or public (displayed for all support staff members).

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Your clients will love improvement scheduled for 3.9.6 release (2012-09-28) – dynamic attachment uploads for support tickets. Just drag & drop files into upload area or choose them manually and you’re there – no more hours of waiting after ticket submit for attachments to upload. Let them load once message is being composed!

HostBill 3.7.0 is now available for download. What’s new in the latest HostBill?

Major ticket improvements:

• Ticket macros – now you can add predefined response to tickets & automatically perform actions like status change, priority change, staff assignment & more.
• Bulk actions – select multiple tickets in details screen to apply bulk action – using ticket macros and custom criteria you can update similar tickets at once!
• Advanced ticket filters – create pre-import filters to determine tickets that should be rejected and post-import to apply automated actions after ticket creation based on your custom rules.
• SLA/Escalations – HostBill now can automatically escalate & overdue tickets based on SLA set per department

Learn more about ticketing system in HostBill at http://hostbillapp.com/features/apps/support-system.html

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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 the 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

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Cloudstack and XenServer integrations – brand new HostBill is here!

What’s new in HostBill?

CloudStack – build your cloud hosting on top of CloudStack infrastructure and automated billing with HostBill – fully featured client area and multiple provisioning possibilities – learn more at: http://hostbillapp.com/features/apps/cloudstack.html

Citrix XenServer – Automated VM provisioning on popular XenServer hypervisor with HostBill http://hostbillapp.com/features/apps/xenserver.html

OnApp CDN Metered Billing – You can now sell CDN service with Pay-as-you-go model – clients will pay only for CDN traffic consumed http://hostbillapp.com/features/apps/onappcdn.html

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Feature Overview

Assign Ticket & External Ticket Addon allows to assign tickets for staff outside any department. Add-on is responsible for creating 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:

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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 the 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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