Hello Everyone,

We have had clients who have been with us for many years now and they would agree with the fact that our technical support has always been the standout and consummate part of our services. Our policy and efforts for top notch technical support are still the same and I am more than certain that each of our clients expects us to provide fast and accurate technical support all the queries sent to support anytime of the day. Believe us, we are available 24 hours a day and 7 days a week at your service and each member of our support team is more than keen to assist you with your issues. Still, once in a while we get reports from clients where in some issues are being delayed or a ticket not being addressed in a timely manner. Customer Satisfaction has always been our top priority and we are concerned about each such incident. We are making attempts to speed up the ticket response times and reply accuracy which will lower the number of such incidents automatically. We need cooperation from your side as well for this cause. That is the reason why I am posting this thread to pinpoint some general guidelines which clients can use when contacting us for support.

I have been a part of the Axislayer Support team for a long time now and over the years some general anomalies have been noticed with the tickets we get. We understand that most of the times tickets are submitted when there is an emergency and so specifics are usually missed out. In fact, specific information is all we need to provide immediate fixes . So I’ll try and address each one of them as below:

1. Incomplete account information.

We get many tickets a day where in the account information itself is missing from the ticket. Although our new helpdesk has a feature which shows the account information in the ticket itself but if the request has been submitted from an email address which is other than what we have on file, we do not see this information. Following is an example of a ticket sent from a mail account not on file with us where in all the account information is missing:

Ticket Email : something@gmail.com
Ticket Subject : Site down.
Ticket Text : My site is down with internal server errors. Please fix it asap

You can notice above that the mail account this ticket was submitted from neither does the ticket text specify any domain name. We would need to respond to this ticket asking for the domain name which is having these issues which will delay this ticket. But if the same ticket is submitted with the text as below:

Ticket Email : something@gmail.com
Ticket Subject : Site down.
Ticket Text : My site domain.com is down with internal server errors. Please fix it asap

A simple domain.com in the above ticket saves one reply and time for the fix. If you are a reseller and have one of your client’s site affected with some issues, the following format would help us to service your request asap.

Ticket Email : something@gmail.com
Ticket Subject : Site down.
Ticket Text :
My main domain is resellerdomain.com. The site I am having issues with is domain.com. The above site is down with internal server errors. Please fix it asap.

2. Missing Pertinent Issue Information

We get a lot of tickets where in the issues are referenced very vaguely which also delays these tickets. Having precise information on hand about the issue helps us to start working on the actual fix asap, rather than guessing what the issue might be. A few examples of vague ticket texts are as below:

“One of the scripts installed on my domain.com site does not work as expected. Please suggest a fix”
“I am not able to receive mails from a friend of mine. He sent me a few mails but I did not get any”
“My email does not work”
“My FTP does not work”
“My Cpanel has some missing icons”
“My crons are not running”
“Accounts are not installing properly on my server”

You will see that each of the above has the actual site URLs or the mail ids/domains affected missing from them completely. We will only be able to start working on such tickets after we reply back and get the relevant information again from the client. We do not expect tickets to be sent to us in a particular format but a general structure like below would perfect for us resolve tickets without any cross questions.

Ticket Subject: Site Issues
Ticket Text :
main domain : domain.com
affected domain or URL or mail account : domain2.com or domain2.com/file.php or mail@domain2.com
Issue explanation with errors: The URL / mail account is having 500 errors or 404 errors or ….. errors.
Steps to duplicate the error/issue (if any)

You can see above that we would not need to ask for any further information if the ticket is received with the details as above.

3. Missing Login information

At times we do need the exact login information for troubleshooting issues related to ftp and email accounts. So when submitting tickets which have issues isolated to particular accounts and need a password for us to duplicate the error, it would be good if we get this information before hand in the tickets. The helpdesk link https://billing.axislayer.com/myaccount is SSL secured and passwords can be submitted from this interface instead of sending them through emails. As a part of the data security measures we apply, it is our policy to verify account information and user identity when clients ask us to do server side changes like DNS record updates, data deletion etc. We usually ask clients to submit the last 4 digits of their Credit card on file or the last paypal transaction id for such verification. To avoid delays due to this verification policy, we would like to urge clients to submit this information when opening the ticket itself if the tasks covered by your ticket involve server side changes.

I believe if you use these guidelines, the actual resolution time for tickets will be reduced by a considerable margin. We have had a new helpdesk recently and we will be having a new billing system soon. These are our attempts to keep things organised and provide quick access to all the aspects of our services. So if we get some cooperation from our clients too, we will be able make the entire Axislayer experience a smooth ride for everyone in the Axislayer Family.

We appreciate any suggestions you might want to get added to these guidelines.