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  1. #1

    * How to deal with support tickets?

    Hi guys,

    So I'm going to have my own hosting company setup pretty soon, already have my reseller hosting and WHMCS ready.

    Right now what I'm worried about is, what to do with support tickets? I know that I can answer them when I don't have many clients, but once I get more - then what happens?
    (I'm also afraid of being asked things that I don't actually know, but I guess that can help me learn)

    So I would like to ask you guys, what do you do with the tickets?
    I was thinking about getting a reseller hosting with end user support, or possibly find a management service - I'm more keen on the former though, as found management services extremely expensive...

    thanks guys

  2. #2
    Join Date
    Oct 2009
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    United States
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    You can always outsource the support. There is many providers out here that offer these services. Server management companies would be more on the expensive side, but if you keep looking around, you should be able to find something cheap. Keep in mind that you get what you pay for.

    There is a banner floating around here at WHT about BobCares They do exactly what you are looking for. I haven't had any experience with them, so I can't comment on that, but just thought I would let you know.
    Last edited by Postbox; 01-18-2014 at 05:11 AM. Reason: typo
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  3. #3
    Join Date
    Sep 2005
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    San Diego, California
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    865
    A lot of resellers do well by providing support themselves. Personal support can be a value-added bonus for some markets. Depending on the reliability of the webhost you choose and the nature of your customers, you may find that you only have a minimal number of support tickets, but of course, it can go the other way too.

    You'll have to determine if your target market will require support 24 hours a day. If that's the case, then you'll probably need to find a reseller with end-user support or use a 3rd party support service. Otherwise, you can probably provide the support yourself. You can always ask your webhost support questions that you're unable to take care of and relay the answer to your customers.
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  4. #4
    Join Date
    May 2013
    Location
    India
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    748
    If the rate of ticketing is too low, manage it yourselves. Thus you can reduce the cost of support and stabilize your business. Once you think, you cannot manage the support alone and is starts killing to much of your time, think about hiring techs. Either hire people locally ( expensive ) or outsource support ( less expensive ).

  5. #5
    Join Date
    Dec 2007
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    LocalHost
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    1,303
    You can start with End User support provided by your parent hosting company. See how they reply to support queries of your clients and learn these things.
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  6. #6
    Join Date
    Feb 2006
    Posts
    4,799
    I agree with @BrettB, if you choose a quality provider support tickets should be kept to a minimum.

    Whatever you decide, just be honest with your customers - if you can't provide 24/7support coverage, don't advertise it.
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  7. #7
    The key is to manage your support in increments. Do research and get a quality helpdesk software. Then, when your company have few customers manage the support yourself and record the common questions. You can make a faq section that have all the common questions that previous customers asked which will ideally reduce future questions. If your hosting service continues to grow then this is a good promblem to have as you can hire individuals to help answer questions and create an account for them in the helpdesk.

  8. #8
    Join Date
    Apr 2009
    Location
    New York City
    Posts
    5,054
    If your on a reseller plan then really you won't have to worry about support as there's not that much to cover. Also when a hard question in a ticket arises that you can not answer all you'll really have to do is ask that question to the company who provides the reseller for you. I am pretty sure that if they will be able to give you the answer.

    You'll pretty much be able to handle support it's not that much to cover and mainly you'll get account reset tickets or how to set up domains. There's not to much to cover with offering shared hosting from a reseller.

    Also no need to try and offer 24/7 support cuz your going to kill yourself trying to do it. Right now if your a small business with not that many clients tasks won't be that difficult and you don't necessary need to offer 24/7 support

  9. #9
    Join Date
    Oct 2013
    Location
    Everywhere
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    696
    Quote Originally Posted by clse945111 View Post
    Hi guys,

    So I'm going to have my own hosting company setup pretty soon, already have my reseller hosting and WHMCS ready.

    Right now what I'm worried about is, what to do with support tickets? I know that I can answer them when I don't have many clients, but once I get more - then what happens?
    (I'm also afraid of being asked things that I don't actually know, but I guess that can help me learn)

    So I would like to ask you guys, what do you do with the tickets?
    I was thinking about getting a reseller hosting with end user support, or possibly find a management service - I'm more keen on the former though, as found management services extremely expensive...

    thanks guys
    We started with an end user support reseller provider and have been very happy. This allows you to work on growing your business, and it allows the support to be handled by the professionals. It's also not that much more expensive than a normal reseller

  10. #10
    Join Date
    Feb 2012
    Posts
    1,409
    Technical Support tickets are pretty low unless you're hosting a few thousand clients, it'll probably mainly be Sales depending on how popular your services are.

    If you're going with a reliable service provider, your Technical Tickets will be even less frequent.
    WebSound - Affordable, Reliable Hosting Solutions
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  11. #11
    Join Date
    Mar 2012
    Location
    Dhaka, Bangladesh.
    Posts
    300
    try xesupport.net on their helpdesk support packs you can see reseller pack. its less than 20$ for unlimited tickets per month. i don't really have any experience with them. but saw many good reviews.

  12. #12
    Join Date
    Oct 2013
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    Quote Originally Posted by reldegart View Post
    try xesupport.net on their helpdesk support packs you can see reseller pack. its less than 20$ for unlimited tickets per month. i don't really have any experience with them. but saw many good reviews.
    Hmm, I've seen many bad reviews of XeSupport

    http://www.webhostingtalk.com/showthread.php?t=1078983

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