The Provider Control Center allows processing problem reports that came from provider's customers, posting tickets for their customers accounts, and viewing trouble tickets posted by customers of your resellers.
The Reseller Control Center allows resellers to process trouble tickets posted by their customers and post trouble tickets to their provider.
Parallels Business Automation - Standard allows using either the built-in Ticket System or an external HelpDesk.
How It Works
Provider or reseller can configure the Trouble Ticket System in such a way that customers are able to submit trouble tickets both directly from the Control Panel web-based interface and send problem reports via e-mail. E-mail reports are automatically converted into corresponding trouble tickets.
Trouble tickets are managed and grouped by the following attributes:
Assigning Problem Reports Watchers
After a problem report is posted, provider or reseller can assign a trouble ticket to one of their staff members and set one or more problem watchers from their staff members. In case a ticket status changes, a watcher receives an e-mail notification sent to a staff member contact e-mail specified in his/her Parallels Business Automation - Standard user profile. In addition, it is possible to specify several internal e-mail addresses to send watcher notifications.
Trouble Ticket System Initial Setup
To use the Trouble Ticket System, you should make some initial settings, which are necessary for the Trouble Ticket System to work, namely:
To set up the Trouble Ticket System, please go to the Account Director - Support Manager - Setup. The Trouble Ticket System settings are grouped under several tabs:
Configuring E-Mail Notifications About Rejected E-Mail Problem Reports
A problem report posted via e-mail can be rejected if:
The corresponding events for all the three cases were added. You can go to the Configuration Director - Event Manager and configure e-mail notifications for each event.