Getting Technical Support
Your control panel comes with an integrated
support center that allows you to communicate your
problems to the technical support using a web browser.
Sending
Trouble Tickets
To report a problem, do the following:
- On the control panel home page, click New
Trouble Ticket.
- On the page that appears, compose the problem
report:
-
Title: the subject
of your trouble ticket message.
-
E-mail: your
e-mail address. It is required if you
want to receive an e-mail confirmation
that your trouble ticket was received
by the technical support.
-
Disable email confirmation:
check this box if you do not want to
receive the e-mail confirmation upon
receiving tickets.
-
Priority: state
how important or urgent it is for you
to have this problem taken care of.
-
Question: enter
a question or describe your technical
problem
Important: when posting a trouble
ticket, do not enter texts in HTML. Support
system will not transform it into the
plain text, but post it as it is. E.g:
entering <i>problem</i> will
show up in a trouble ticket only as <i>problem</i>
which will make it difficult for TechSupport
staff to read. Use it only when HTML tags
are important.
-
Attachment: (available
in version 2.3 and higher) you can add
it if a trouble ticket was sent to you
by email. Users with web-based TechSupport
system won't be able to retrieve it.
- Click Browse at the bottom of the
ticket;
- Choose the file;
- Click Upload. The filename shows
in the Attachments section.
Note: if a ticket was created in a control
panel, the user will view this TT in a web-based
interface and won't be able to view the attachment.
- Click Submit. Your ticket will be
sent to the technical support.
Alternatively, you can launch the
trouble ticket composer from virtually any place
in your control panel or create a ticket through
e-mail by sending your request to help.desk@zanyspace.com.
Following
Up Trouble Tickets
To see your trouble tickets and
answers to them, do the following:
- Click Ticket Center on your control
panel home page.
- On the Trouble Tickets page that appears,
click column headers to sort your trouble
tickets:
- Click the corresponding trouble ticket title.
- Enter a follow-up trouble ticket in the
box that appears:
- Click Submit.
Closing
Trouble Tickets
Once you've answered a ticket and
don't need it any further, you can close it. There
are two options:
- Click the Tickets Center icon on
your control panel home page. In the list
of tickets, click the Close link on
the right.
- Open a trouble ticket and once you answer
it, click the Close button in the right
upper corner.
Closed trouble tickets are regarded
as deleted and are not available for your viewing.
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