Is it anonymous? How's the response time?

Yes it is fully anonymous, and the respose time is the same if you submit one as a reseller. One word in cpanel double check where you send support help. If your account program has a support ticket system disable it.

Silverwolfe :usflag:

Yes it is fully anonymous, and the respose time is the same if you submit one as a reseller. One word in cpanel double check where you send support help. If your account program has a support ticket system disable it.

Silverwolfe :usflag:

I assume you use them? Would it be possible to implement a helpdesk system where emails would be piped into the system. I'd rather have a helpdesk system to centralize everything. I understand RZ doesnt support helpdesks, but if the emails are piped through, then it wouldnt be a problem.

Well I use ClientEx and with it the emails just get sent back to you and never to there support desk. That is unless you want to give them a email address that is not suport@yourdomain.com and put an auto foward in. But then when the respone it would go to your help desk and not your client. So it would be very hard to do. I have it set that if the client need content help there is one email. Help is support@mydomain.com

Have a nice day

Well I use ClientEx and with it the emails just get sent back to you and never to there support desk. That is unless you want to give them a email address that is not suport@yourdomain.com and put an auto foward in. But then when the respone it would go to your help desk and not your client. So it would be very hard to do. I have it set that if the client need content help there is one email. Help is support@mydomain.com

Have a nice day

a little confused, are you utilizing their end user support option? I figure what happens is you set a domain (support@mydomain.com) which points to a particular email address for resellerzoom. They reply to the email which is in turn sent directly to your client. Client thinks it's you but it's really RZ.

When you use RZ's end user support system (they answer your clients support questions) you must set up an email address as support@mydomain.com and set up an email forward to thier system. RZ gives you instructions on how to do this. I do not think a help desk program will work with the way this system is set up. We use Client Exec for our client system. It has a help desk in it but we could never get it to work with the way RZ has thier system setup. Setting up a support email address with a forward does centralize the whole process because you also get a copy of any emails sent to that address.

It seems that Silverwolfe is indirectly implying that he doesn't use RZ's end-user support but knows how it works because he is a current customer. :-D

I believe they use Cerberus to pipe-in tickets that are sent in by email.

Cheers,
Roj

Hmmm...
No, I'm not implying indirectly, nor directly for that matter, that I don't use the end user customer support because I do use it.
What I DID say was that I could not get Client Exec's help desk to work with it.
Yes, they do use Cerberus.

I do think you should read posts alittle more closely before you start shooting off replies.

I believe kubicle asked in two seperate posts and was confused and essentially asking a yes/no question clearly in post #5 of this thread.

Your posts, while informative, were just a tad bit ambiguous. I read posts quite thoroughly my friend and have been doing so for many years now. ;-)

Cheers,
Roj