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  1. #1
    Join Date
    Sep 2006
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    40

    anonymous support?

    I am wondering about this: Does anyone offer a reseller plan that comes with ananymous support.( I am not sure of terminology) For instance, if I wanted to offer a hosting plan, be responsable for the billing and set up....but have the host company take care of any technical problems that may arrive? I think I have heard of this before, but not sure.

  2. #2
    Join Date
    Aug 2006
    Location
    UK
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    That is what is generally known as end user support and there are companies that offer this service on there reseller plans

    You would be better of asking this question in the reseller section of this forum or getting a mod to move this to that forum

  3. #3
    Join Date
    Mar 2003
    Location
    New York City
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    7,391
    Hi,

    Most hosts selling reseller accounts will not offer user-end support, but you're always welcome to contact them if there are any issues. Though I believe there are few that would be willing to do this, but you'll have to find a way to work out the anonymity issue for the helpdesk/support emails so on.

    Cheers
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  4. #4
    Join Date
    Oct 2002
    Location
    EU - east side
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    21,913
    but you'll have to find a way to work out the anonymity issue for the helpdesk/support emails so on.
    Generally the host will have already found a solution to this problem.

    You would be better of asking this question in the reseller section of this forum or getting a mod to move this to that forum
    Good idea! Thread moved.

  5. #5
    Join Date
    Feb 2006
    Location
    Swellyville
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    There most certainly is a growing number of web hosting reseller providers that are now offering end user support that is completely anonymous and you take the credit. However, these plans tend to be on the higher side if you want reliable support you can depend on for your customers.
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  6. #6
    Join Date
    Sep 2003
    Posts
    3,854
    More and more companies are offering this.. It is a great way to ease off the load and focus on advertising... Doing a search here will bring a few results up..
    InnoHosting, Performance Web Hosting || US: 1-888-522-INNO UK: 0800 612 8075
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  7. #7
    Join Date
    Jun 2005
    Location
    New York
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    2,882
    Someone correct me if I'm wrong, but it sounds like ResellerPanel.com may be a good option for him?
    XeHost.net - Hosting websites since 1999!
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  8. #8
    Quote Originally Posted by XeHSean
    Someone correct me if I'm wrong, but it sounds like ResellerPanel.com may be a good option for him?
    It could be, I guess it would depend on the OPs circumstances & weather he wants full control or not.
    Please PM me if you need any updates or help.

  9. #9
    Generally the host will have already found a solution to this problem.
    Correct Dan, not actually too difficult of an issue. For example, if you have the appropriate license for Cerebrus, you can just add your clients support domains to your internal helpdesk - emails would be sent to and from their domain with whatever signature they request. Additionally, the reseller can have access to their Q to monitor/learn/get involved with their client interactions if they like. I am certain others have even better ways of handling this. The more complicated process is telephone end user support for resellers. Theres only a couple of companies doing this. There are certainly ways to implement this, it just adds complexity and cost to the solution.

  10. #10
    Join Date
    Feb 2006
    Location
    Swellyville
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    Quote Originally Posted by CartikaHosting
    Correct Dan, not actually too difficult of an issue. For example, if you have the appropriate license for Cerebrus, you can just add your clients support domains to your internal helpdesk - emails would be sent to and from their domain with whatever signature they request. Additionally, the reseller can have access to their Q to monitor/learn/get involved with their client interactions if they like. I am certain others have even better ways of handling this. The more complicated process is telephone end user support for resellers. Theres only a couple of companies doing this. There are certainly ways to implement this, it just adds complexity and cost to the solution.
    Can this also be done through Kayako?
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  11. #11
    Can this also be done through Kayako?
    Honestly dont know - other then just some basic testing, really do not have much experience with Kayako.

    We are thinking about switching back to the hsphere integrated helpdesk, because it handles end user support seamlessly and even gives you the option to charge per ticket or per month for the service (problem is, it is missing alot of features Cerebrus has that we require).

  12. #12
    Join Date
    Jun 2003
    Location
    Nova Scotia, Canada
    Posts
    4,126
    Quote Originally Posted by HostFrog
    Can this also be done through Kayako?
    No.

    Cerberus and Ubersmith are the only mainstream helpdesks that can currently handle that feature seamlessly. Both offer easy client-side GUI's too, though Cerberus takes a little more setting up to get a true "helpdesk feel" for all added clients. That is based on our testing which ended three months ago for those features.

    The only other bit of advice is to make sure you check that the company's helpdesk resides on an anonymously-named server. Otherwise the helpdesks will add the hostname in to the headers and, by default, "blow" your anonymity.


    Simon
    EIRCA Ltd, home of The Genius Network.

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