Managing Trouble Tickets

To view or process the trouble tickets, go to the Select Account Director - Support Manager - Trouble Tickets.

In Provider Control Center trouble tickets are grouped into two lists, under two tabs:

To Provider. This is the list of problem reports posted by provider's customers and resellers. Provider can move these tickets between queues, change and categories and priorities, add comment (both visible or invisible for customer), close or reopen tickets, and reassign trouble tickets to staff members.
To Resellers. This is the list of problem reports posted by customers of resellers. Provider can just view these tickets and supervise the tickets processing.

In Reseller Control Center trouble tickets are also grouped into two lists, under two tabs:

From Customers. The list of trouble tickets posted by reseller customers. Reseller can process these tickets in the same way as provider manages trouble tickets posted by his customers.
To Provider. This is the list of trouble tickets posted by reseller to provider. Reseller can add and process tickets in the same way as customers from the Control Panel.