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PostPosted: Fri May 29, 2015 8:06 pm 
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NetHosted Customer

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I can no longer log in and request support (using the Log in and submit a ticket link). I also notice that the login screen for the ticket system is the same as for the main "Client Login" link, hence my question about whether something has changed.

Thanks!

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PostPosted: Fri May 29, 2015 8:12 pm 
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Joined: Wed Jan 26, 2005 6:39 pm
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Location: Midlands
Log in , click on support, create new ticket then select what kind of ticket you want to submit.
:)

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PostPosted: Fri May 29, 2015 8:15 pm 
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Hi,

As Paul says, the support system has been moved to the existing client area where you handle your billing and account information. Do let us know if you experience any issues!

Kind Regards,
Bret

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PostPosted: Fri May 29, 2015 8:17 pm 
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Makes everything much more easier to use and refer back to your tickets now, Keep up the amazing work ;)

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PostPosted: Tue Jul 14, 2015 10:07 am 
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Yes my issue is that the login I used to use doesn't work any more presumably because I handle the tech side of things whereas my colleague does billing etc. So I am currently locked out of the support system since I've never had a login for the client area...

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PostPosted: Tue Jul 14, 2015 10:13 am 
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Hi,

You can also email support@nethosted.co.uk, though for security reasons we would be unable to assist with account specific issues unless you're a contact on the account. I'd highly advise that you ask your colleague to add you as a contact, or provide you with the login details for the Client Area (https://secure.nethosted.co.uk/clients/).

Hope this helps!

Kind regards,
Brad

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PostPosted: Tue Jul 14, 2015 10:15 am 
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Thanks Brad, is adding me as a contact something he can do directly from within the client area? And will my previous support topics still be there?

Ta,
Giles

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PostPosted: Tue Jul 14, 2015 10:17 am 
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Hi Giles,

That's correct, he can add you as a contact via the Client Area. All previous (and existing) tickets for the account will be shown.

Kind regards,
Brad

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PostPosted: Tue Jul 14, 2015 10:25 am 
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Great, vmtx.

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PostPosted: Tue Jul 14, 2015 10:27 am 
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Hi Giles,

You're welcome!

Kind regards,
Brad

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PostPosted: Tue Jul 21, 2015 8:29 pm 
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PostPosted: Tue Jul 21, 2015 8:37 pm 
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Hi,

Your colleague will need to ensure the "Tick to configure as a sub-account with client area access" option is checked so you can login to the Client Area. They'll also be able to enter the password and permissions for your sub-account when this option is checked.

Hope this helps!

Kind regards,
Brad

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PostPosted: Tue Jul 21, 2015 10:16 pm 
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Thanks, I'm in now, but no sign of my historic support tickets :(
Just the couple my colleague has opened this year.

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PostPosted: Tue Jul 21, 2015 10:25 pm 
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Hi,

Glad to hear it!

Regarding past support tickets, I'm not aware of the account in question though if the tickets are not listed then it's likely they no longer exist. If you have a specific ticket ID please feel free to contact us (via a ticket) and we'll look into this for you.

Any tickets submitted via our old ticket system can be found here: https://secure.nethosted.co.uk/helpdesk/

Kind regards,
Brad

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PostPosted: Tue Jul 21, 2015 11:48 pm 
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Thanks, I didn't realise the support systems were separate. However the link to view existing tickets in the old system is missing so I can't see how to access them. There was quite a bit of useful config info in these which is why I'm bringing this up.

Also do I essentially now "share" tickets with my colleague? And when one of us opens a ticket does the other get all the email traffic associated with it?

Ta!

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