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Sub Account send support ticket with/without copying Account Holder

Hosting Ireland shared this idea 3 weeks ago
Under Consideration

A Sub Account may want to contact support regarding something totally unrelated to the account that they are attached to. At the moment they have two options, 1) change the email address for the Sub Account or 2) email us from another email address. Either way they require a 2nd, 3rd, 4th email address and so on.

I suggest that if the Sub Account wants to send a ticket support regarding an account, they open the ticket initially via the Client Area, after logging in as the Sub Account. Then when they receive a response to they email account, so long as they leave the subject as is, they'll be able to continue the conversation they started in the Client Area via email.

Then if they wish to contact support/sales regarding something else, they can just send an email in direct and that will open a new ticket that is not assocaited with any account.

Comments (5)

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Hi there,

Thanks for your suggestion.

The contact and sub-account systems are closely linked but offer different functionality; the contact system allows individuals to receive copies of emails and submit tickets via email. Upgrading a contact to a sub-account also grants them client area access. to make changes to the account and submit tickets via the UI.

Your proposal to not associate tickets sent by a contact via email with the client account in question, could conflict with the way people are operating their helpdesks based upon this current design.

I'd be interested to hear your thoughts on how the two workflows could co-exist.

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Hi John, would the best and easiest solution be to make the contact email address unique?

This would mean an existing customer could not also be a sub contact on another account...which then means the recipients of emails wouldn't get crossed.

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I think if an email comes in from an address on more that one account it should not associate with either but flag a warning at the top of the support ticket and prompt to either leave unassociated or choose to associate with a client account via dropdown list of the matching ones.

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Hi,

That is one possibility. But it would prevent one setup from being used which we see quite often whereby a webmaster/designer (or similar technical contact) is added to several clients so they can speak directly with support. Whilst all the billing and payments are handled by individual master-account holders.

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John, I think my suggestion would still allow a designer to be associated with multiple accounts. It will just require the support agent to select the correct account based on the ticket content rather than the current method that assumes the first one it finds.