Browse Tag: Support

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 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

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 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:

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, and ONLY on this ticket.

Download & Install

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

4. Activate in HostBill

End Of Shift Report Form

Backstory

When someone finish shift every manager should know what has been done during the shift. This addon enables employee to write a 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 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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