As of 16 December 2024, ISPnext has transferred to a new supportsystem. From this date onward we will be using Zendesk.
Introduction:
This document outlines the basic use of our support system, 'Zendesk'.
Each section will highlight functional differences based on the type of licence assigned to partner users.
We provide our partners with one full licenced user (agent) and several limited licenced users (light agents).
Accessing the supportsystem:
Using Zendesk for the first time:
- Access Zendesk here: https://helpcenter.ispnext.com/agent
- Click on 'Forgot password?'
- Enter your registered email address to receive reset instructions and click 'Send'.
- Click on the link in the mail containing the reset instructions to setup your password.
- Follow the regular instructions below to login.
How to login into Zendesk:
- Go to the login page here: https://helpcenter.ispnext.com/agent
- Enter your e-mail address and password
- Click on 'Sign in'.
Accessing the tickets assigned to your group
Only tickets assigned to your organisation (group) will be visible to your users.
All assigned tickets are available here:
The tickets are divided in two overviews, Partner Dashboard Production / Partner Dashboard Test Results. Partner Dashboard Production: All tickets are already prioritized based on the SLA we have with our customers.
Partner Dashboard Test results: The tickets are organised by company to make it easier to porcess all tickets per organisation.
Processing tickets:
- When you open a ticket, the assignee shows the group name, which is the name of your organisation, followed by the name of the main agent for your organisation.
- To transfer the ticket back to ISP after your analysis, set the assignee back to the ISPnext agent who assigned the call to you. This can only be done by full licenced agents.
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After entering your analysis, save the assigned agent and analysis by clicking the 'Submit as Open' button at the bottom right. Other statuses may be visible for fully licensed agents, but only use 'Submit as Open' unless instructed otherwise.
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Important for full licenced agent: The support system differentiates between internal communication and direct communication with the customer (ticket requester). Ensure that all internal messages for ISPnext agents are marked as 'Internal note' (refer to the screenshot). After choosing between direct communication or an internal note, type your reply in the reply box. Use the comment box wisely!
- Important for light agent: Light agents can only submit internal notes; replies will not be sent to the customer.
- Regardless of the internal of direct communication, always assume that a customer should be able to read your response.
- When saving a ticket an pop-up box will appear for full licenced agents, light agents will not be asked to save the spend time. There is no option to submit notes related to the time registration, alle notes related to this should be entered in an internal note.
- If a support ticket results in Maintenance or a Change Request (CR), a new ticket must be created. If resolving an ticket takes more than 2 hours, it should be returned to ISPnext. ISPnext will then consult with the partner and customer to determine the next steps for handling the ticket.