IX Web Hosting

Client Helpdesk

Version 1.0

1
 Table of Contents
1 Accessing the Helpdesk .............................................................................................. 3
2 What Is A Helpdesk Ticket? ....................................................................................... 3
3 Ticket Overview.......................................................................................................... 3
3.1 Ticket Status........................................................................................................ 4
3.2 Ticket Category................................................................................................... 4
3.3 Explanation of Ticket Fields............................................................................... 5
4 Create a New Ticket.................................................................................................... 6
5 Viewing Your Open Tickets ....................................................................................... 9
6 Updating an Open Ticket .......................................................................................... 10
7 Closing an Open Ticket ............................................................................................ 11
7.1 Viewing Your Closed Tickets........................................................................... 11
7.2 Reopening a Closed Ticket ............................................................................... 12
8 Rating (Optional) ...................................................................................................... 12
9 Searching For Tickets ............................................................................................... 13
10 Showing More Tickets.......................................................................................... 13

Introduction
The purpose of the helpdesk is to provide a central location for you to interact with
company employees to resolve any problems, ask questions, and / or discuss any
concerns you may have. Using this new helpdesk IX Web Hosting provides a gateway to
many different areas of support; Affiliate, Billing, Comment, Sales, and Technical
support. It is the one stop for all your questions and concerns and will eliminate all kinds
of run-arounds.

2
1 Accessing the Helpdesk

In order to access the helpdesk you must first login to your control panel by visiting
http://manage.ixwebhosting.com/. Once you are logged into this area you will notice an
image on the top left of your screen which says “24/7 Helpdesk”. Clicking on this link
will bring you to your helpdesk account.

2 What Is A Helpdesk Ticket?

A helpdesk ticket is an electronically created task which is sent from you to our customer
support representatives. Through this ticket you can ask any questions, express your
concerns, and / or submit any comments you may have. They allow us to track issues of
concern for customers. At any time you may review old tickets and refer to them as
needed.

When a ticket has been submitted you will receive a ticket identification number. This is
a unique number which will never be duplicated. This ticket identification number,
otherwise known as TID, can be given to any customer service representative at anytime
and they will be able to search by this number to find the ticket.

3 Ticket Overview

Once you are logged into the helpdesk you will be presented with a menu of options. On
this screen you will also be shown how many tickets you have which are Open, Waiting,
On-Hold, or Resolved. If there are no tickets for a specific ticket status type, then it is
not shown.

3
3.1 Ticket Status

Each ticket has a certain status. You can find a description of all possible settings for the
ticket status below:

1) Open: When a new ticket has been created it will show “open”. This tells you
the ticket is currently pending action to be taken from our customer support
department.

2) On-Hold: When a customer service representative reviews your ticket, they

may place the ticket in an On-Hold status. The ticket may require more time
or a response from our administrators to complete your inquiry.

3) Waiting: This signifies that a customer service representative needs further

information on a ticket from you. Once we receive your reply we will be able
to continue working on your inquiry.

4) Resolved: A “resolved” status means we have completed your inquiry. At this

point in time we recommend reviewing the contents of the ticket, perform any
additional testing that is necessary on your part, and if the ticket was in fact
resolved, please close the ticket.

5) Closed: The ticket can only be closed by yourself. It is recommended after

your ticket has been resolved to please close the ticket immediately. The ticket
will not be lost, but we will archive it. You can review it at any later point of
time via the Helpdesk in your control panel.

3.2 Ticket Category

Each ticket belongs to a specific category. You can find a description of all
possible settings for the ticket category below:

4
 1) Technical: If you are having technical difficulties or to request technical
assistance for a situation you are encountering.

2) Billing: For any billing questions or concerns. If you are requesting a credit,
refund, or cancellation of your account you should select this option. You can
also choose this option if you have a question regarding the billing aspects of
your account.

3) Sales: Sales related questions, regardless if you are a new or existing account
holder. If you would like to inquire about our services such as upgrading /
downgrading or what we offer please choose this option.

4) Affiliate: Choose this option if your inquiry concerns our affiliate program. If
you are an affiliate and have any outstanding commissions, you can post your
inquiry to this category.

5) Comment: General comments, suggestions or concerns should use this

category. Please only use this category for inquiries that do not fall into any
other category.

3.3 Explanation of Ticket Fields

Whether you are viewing open or closed tickets you will always be presented with a list
of fields. Below is a definition guide:

1) TID: This is your unique ticket identification.

2) Category: This is a group that helps us determine the best department to

handle your inquiry.

3) Subject: The title of the ticket.

4) Account Link: If applicable, the affected domain name or all domain names
listed on your account. If this is a general inquiry you will only see “General
Inquiry”.

5) Created: The date of the initial ticket submission.

6) Time Passed: The length of time which your ticket has been waiting since it
was last updated. If the ticket is on the “Resolved” status, this column will ask

5
 you to review the proposed solution. In case we need further information from
you this column will ask you to “Please Respond”.

7) Verification: If you have emailed a ticket to the helpdesk or you have replied
to a ticket via email, you must verify that it was you who sent this email. If the
ticket is not verified, we will not be able to assist in any irreversible account
changes.

By clicking on the name of each field you can sort by ascending or descending
information.

4 Create a New Ticket

To create a new trouble ticket click on the “Create new ticket” link found at the top of
your screen.

From the dropdown list choose your type of inquiry.

Based on the type of inquiry you have selected, you may have additional options. Below
is a guide which will explain what will happen:

1) General Inquiry: By choosing this option you will be taken to an area where
you can submit your inquiry.

Example 1: You would choose this option if you do not yet have an account.

Example 2: You would choose this option if you already have a hosting
account but you would not like to associate your inquiry to your existing
account. Possibly you are inquiring about opening a new account or
purchasing a new domain name.

2) Existing Account: By choosing this option you will be given several new
options before you are able to submit your inquiry.
Example: You would choose this option if you already have a hosting account
and would like to inquire about a specific situation with your account.
Possibly you have a billing dispute or a technical situation.

6
 After selecting “Existing Account” you must select an account link:

If your inquiry concerns your web-hosting service, please choose the option
“my web-hosting service”. If your inquiry concerns a domain name we
registered for you, please choose the option “registration of my domain(s)”.
By choosing an account link you assist us in determining the area of support
you are inquiring about and ensuring a faster response and resolution to your
problem.

After selecting the type of account link you must now choose the domain
name your inquiry concerns. If your inquiry is based on two or more domains,
please choose the option “All or Several Sites”. If you have selected the “All
or Several Sites” option, please list the individual domains in your inquiry.

After you have completed the new ticket phase you will be taken to an area where you
can submit your inquiry. Below is a guide which will explain each part of the helpdesk
ticket:

Please note: All fields marked with a blue * are required.

1) The author text field is where you will place your first and last name.

2) The reply-to text field is used for returning an email once the ticket has
been updated. Please double check that the email address is valid and
confirm the email address in the confirmation text field. This is the email
address the notification your ticket has been updated will be delivered to.

7
3) Choose a category from the dropdown list.

You will be presented with Affiliate, Billing, Comment, Sales, and

Technical support options. It is important that you direct your inquiry to
the correct department as this will ensure you receive a reply as quickly as
possible.

4) Enter a subject in the text field. This will also be used to easily and
quickly identify your inquiry. For example: Domain registration.

5) Enter your inquiry in the large description text box. Please be as

descriptive as possible. Also be certain to include any example links. If
there is a problem please explain how to replicate the situation. If any part
of the problem is password protected please list a username / password
combination so we may access the area immediately, and any other
detailed information you feel would be useful to add in your inquiry.

If you need more or less viewing space please click on the “Increase Size”
or “Decrease Size” links under the large text box.

8
 6) If it is necessary to add an attachment to better explain or visualize the
issue, please use the attachment option.

By clicking on the browse button it will open a new window which will
enable you to find a specific file on your computer. If you need to upload
more than one file, please click on the link above the attachment option
that states “Click here to add additional upload fields”. It will prompt you
to state how many attachment fields are needed.

For example: Screenshots, SSL certificates, or program documentation

may be a few of the items you would attach to assist us with your inquiry.

7) At the bottom of the screen you will find a button named “Create Ticket”.
Clicking on this button will submit your ticket to our customer service
representatives and will be serviced as soon as possible.

When the ticket has been submitted you will be presented with the following information
in the example below. The ticket ID can be used at anytime as a reference when
contacting our support representatives.

5 Viewing Your Open Tickets

Once you have accessed the helpdesk you will be presented with any open tickets. An
open ticket is considered any ticket which status is set to Open, On-Hold, Waiting, and
Resolved, in other words, all tickets that have not been closed yet. A resolved ticket is
shown in your open ticket category and will remain there until you close the ticket.

You can read the contents of a ticket by clicking on the ticket identification number.
When reading the history of the ticket, you will find the oldest information on the top and
the newest at the bottom; just like a book.

9
If at anytime a ticket contains an attachment, you will find the properties of the
attachment contained within the message history. As seen below:

By clicking on the name of the file it will ask you to download the file to your computer.
The “File Type” shows you what type of file it is.

6 Updating an Open Ticket

By clicking on the ticket identification number you will be presented with the
information contained within the ticket.

From this area you can change several aspects of the ticket.

1) Account Link: By clicking the “Change” button next to the Account Link
you can change several different options.
a. Type; General Inquiry, Existing Account.
b. Account Link; my web-hosting services, registration of my domain(s).
c. Domain: Choose one domain, All or Several Domains.

2) Author: This text field is where you place your first and last name.

3) Reply-To: The reply-to text field is used for returning an email once the ticket
has been updated. Please be certain the email address is valid and confirm the
email address in the confirmation text field.

4) Category: You will be presented with Affiliate, Billing, Comment, Sales, and
Technical support. It is important you direct your inquiry to the correct
department as this will ensure you receive a reply as quickly as possible.

5) Subject: Enter a subject in the text field. This will also be used to easily and
quickly identify your inquiry.

6) Reply: Enter your inquiry in the large reply text box labeled “Reply to this
ticket”. Please be as descriptive as possible when updating your ticket. By
supplying us with as much information as possible we will be able to quickly
resolve your inquiry.

10
 7) Attachments: If it is necessary to add an attachment to better explain or
visualize the issue, please use the attachment option.

Once you have completed all the necessary information press the Save button.

You should notice the following information once updated:

7 Closing an Open Ticket

By clicking on the ticket identification number you will be presented with the
information contained within the ticket. At the top of your screen you will find a link
called “Close Ticket”. By clicking this link you will be closing the ticket and it will no
longer be serviced by a support representative.

You may also click on the closed ticket icon shown above in the ticket overview screen
that is automatically displayed when you click on 24 / 7 Helpdesk.

You can also close multiple tickets that have been set to “resolved” by selecting the
check boxes next to them and then clicking on the button labeled “Close” as shown in the
above picture.

Closed tickets are archived and can be searched for at any time.

7.1 Viewing Your Closed Tickets

If you would like to view your closed tickets use the link at the top of the page which
says “View closed tickets”.

11
You can read the contents of a ticket by clicking on the ticket identification number.

7.2 Reopening a Closed Ticket

Once a ticket has been closed, you may only reopen it within 7 days of it being closed.
Please note that for new issues new tickets should be created in order to avoid confusion
and ensure faster resolution to your new inquiry. You may always refer to an old closed
ticket in any new ticket by including the TID number and how it relates to the new
inquiry.

To reopen a ticket, make any updates needed to let us know what area you are still
concerned with in the textbox. Click on the “Re-Open this ticket” button when you are
done. We will review the ticket and act accordingly to resolve the outstanding issue.

8 Rating (Optional)

You will be able to rate the response of each reply given by a customer service
representative. This rating is optional. We will use this information to improve our level
of service by finding where we are lacking in customer support. Once a rating has been
added it cannot be changed anymore by yourself or by our customer support
representatives.

12
You may also disable rating on a ticket at any time by clicking on the button labeled
“Don’t Rate this Ticket”. Any rating that have already been made are still saved,
however, no new replies will have a rating option.

If the rating for a ticket has been disabled, at your discretion it can be enabled again. Use
the button labeled “Rate this Ticket” to allow for ratings of replies to be set once again.
Keep in mind that once a rating is chosen for a reply it cannot be undone. The entire
rating mechanism is hidden from our Customer Support staff and they can not assist in
modifying them.

9 Searching For Tickets

You can search for a ticket at anytime, regardless of its status. If you know of any
information which was part of the ticket please type the information into one of the
respected text fields or select the option from the appropriate dropdown list. Please note
that the information entered into the search criteria does not have to be exact.

10 Showing More Tickets

By default only 10 tickets are shown per page. You can easily change this option by
entering a larger number in the text field next to the button called “Show”.

13