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  1. #1
    Join Date
    Oct 2006
    Posts
    323

    Do Customers Need to Login Twice

    Excuse my ignorance, but am new to all this. I am thinking off reselling but my biggest issue is the fact that I need two types of software, yes, Billing (eg MB, WHMCS) and Server Management (eg Plesk etc). So if my client has a billing issue do they need to login into the MB control panel, and lodge a support ticket and then if they have a server issues, say email set up or adding email accounts they need to do that through Plesk... THis seems like it could be a downfall in a reseller business, anyone agree? Or am I totally off the mark with my assumptions?

  2. #2
    Join Date
    Jun 2004
    Location
    Canada
    Posts
    2,336
    Many companies who resell use two panels, ClientExec or ModernBill etc, for their billing while their clients log in through cPanel, Plesk or whatever.
    Personal Blog: Here | Currently Hosted By: GoDaddy | Twitter: @Quartz87

  3. #3
    Join Date
    Oct 2006
    Posts
    323
    So does the customer login into mb as well as plesk?

  4. #4
    Join Date
    Mar 2005
    Location
    Athens, Greece
    Posts
    1,528
    I do not see a problem with this!

  5. #5
    Join Date
    Jun 2004
    Location
    Canada
    Posts
    2,336
    Should you have MB as well as Plesk, the customer would use MB for billing and Plesk for his website related items, yes.
    Personal Blog: Here | Currently Hosted By: GoDaddy | Twitter: @Quartz87

  6. #6
    Join Date
    Jun 2005
    Location
    Columbus, Ohio
    Posts
    171
    We do all support through the billing software (in this example, MB) because it's the best way to prove identity. If it was a website issue, say the password needed reset, would you do it when all you had was an email that looked like it was from the customer, or would you want to do it if you know the customer had to login with billing credentials first and therefore could be identified?

    I hope I made sense there...

  7. #7
    Join Date
    Mar 2005
    Location
    USA
    Posts
    666
    With H-Sphere everything is done under one client control panel.
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  8. #8
    Join Date
    Feb 2001
    Location
    West Michigan, USA
    Posts
    9,675
    Yes, customers have to log into different areas of their accounts. You can't expect to log into email, for example, and see your billing information.

    Support should be done under one software solution though. You don't need 2 separate support softwares for each login though.

    --Tina
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  9. #9
    Join Date
    Oct 2006
    Posts
    323
    Quote Originally Posted by AH-Tina
    Yes, customers have to log into different areas of their accounts. You can't expect to log into email, for example, and see your billing information.

    Support should be done under one software solution though. You don't need 2 separate support softwares for each login though.

    --Tina
    So the do I disable support in Plesk? What if they login into to add a new email address, and need help doing it, won't they see (in plesk) add a support ticket?

  10. #10
    Join Date
    Oct 2006
    Posts
    323
    Quote Originally Posted by GamePhreak
    We do all support through the billing software (in this example, MB) because it's the best way to prove identity. If it was a website issue, say the password needed reset, would you do it when all you had was an email that looked like it was from the customer, or would you want to do it if you know the customer had to login with billing credentials first and therefore could be identified?

    I hope I made sense there...
    But can you reset Server issues through say MB? Or do I just do it myself through Plesk and then add a ticket to MB for the customer to see? My confusion is that MediaTemple offer reseller acounts, and they give you Plesk as part of the package, but would the customer never need to login into Plesk?

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