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How to view/respond to support tickets on PartnetsHub Print

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How to view/respond to support tickets on PartnersHub portal

Step 1: Log in to the Client Area

  • Use your credentials to access the Client Area.

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Step 2: Navigate to the Services Tab

 

  • On the landing page, locate the Services tab in the navigation bar at the top.
  • Click the services tab, and a dropdown menu will appear.

 

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Step 3: Locate PartnersHub on the Menu

 

  • From the menu, find the PartnersHub option.
  • Click on it to proceed.

 

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Step 4: Locate the Tickets Tab

 

  • On the PartnersHub portal, find the Tickets tab in the navigation bar at the top.

 

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Step 5: Access the Tickets Section

 

  • To open the Tickets section, click on the Tickets tab.
  • Here you will find a complete list of support tickets submitted by your customers through the WHMCS Client Area.

 

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Step 6: Respond to Tickets

 

  • To reply to a ticket, click the Edit icon under the Actions column.
  • This will open the ticket details, allowing you to review the customer’s request and provide a response.

 

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Step 7: Review and Respond to Client Tickets

 

  • On this page, you will see your clients’ enquiries and queries.
  • To respond to a ticket, type your reply in the text box and click the Add Response button at the bottom to send it to the client.

Important Note:

  • If you make a mistake in your response, do not edit the ticket.
  • Instead, create a new response.
  • Editing a ticket only changes the record on the admin side, but since tickets are also sent as emails, the client will not see the updated version.

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Step 8: Ticket Status Updates

 

  • After responding to a ticket, the system will return you to the overview page.
  • You will notice that the status of the ticket changes to Answered.

Status Options Explained:

  • Customer-Reply – The customer has responded, and the ticket is awaiting staff review
  • Open – A new ticket has been created and is waiting to be assigned or worked on.
  • Answered – Support has replied, and the ticket is waiting for the customer’s response.
  • On Hold – Work on the ticket is temporarily paused, usually awaiting additional information or a dependency.
  • In Progress – The support team is actively investigating or resolving the issue.
  • Closed – The issue has been resolved, and the ticket has been completed and closed.

https://sive.host/titfombe/repository/S5.png

You have successfully viewed and responded to support tickets.

 

 

 

 

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