Support Center

Parallels H-Sphere Support Center includes Ticket Center, Knowledge Base, and Custom Jobs modules.

Ticket Center. Trouble tickets can be created either from any place in the user control panel or from email messages. Parallels H-Sphere periodically polls support mailbox, converts incoming messages into trouble tickets, and puts them in the general queue where they can be picked up, assigned to other administrators, answered, and closed. Depending on how they were created, answered tickets are emailed back to the customers or show up in the ticket center of end users' control panels. Support personnel can exchange notes on tickets - the notes are invisible to customers. More on Providing Customer Support

Knowledge Base. Administrators can add common questions and answers to a centralized location, group them by categories, and perform search by keywords. The knowledge base is integrated with the ticket center to suggest answers to typical questions. More on Knowledge Base

Custom Jobs. Parallels H-Sphere also offers an interface to track additional services offered to resellers or end users, such as web design and development, installation, migration, and alike. The list of custom jobs and their status can be viewed from the customer's interface. More on Custom Jobs