I would like to suggest that in WH 4.0 under Tools > Update Contact Information that you add at the very least a secondary email contact address. Then when information is sent out or a ticket is replied to it is sent to both those email addresses. That way if the primary email can not receive then the second one would hopefully still get the email.
I want this setup because I often send folks your way and the set up accounts with you but then they want me to help administer their sites. It would be great if I received the emails they get simply because they do not always understand what the email is about. With the new 4.0 system support tickets are sent to the main contact email so if I am reporting via thier account (which I assume is the best thing to do to avoid confusion in domains) I have to detail in the post that it is me and ask that they use my email to reply to. So far this has worked the two times I have done it but I think that is because the technician recognized me and my name and knew I was working on the account.
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Thread: Additional Contacts for WH 4.0
03-04-2010, 08:42 AM #1
Additional Contacts for WH 4.0
03-05-2010, 06:38 AM #2
- Join Date
- Dec 2004
If you're already their "IT" guy, you can set up a filter to forward you any ticket mail. Maybe even through their Westhost server.
03-05-2010, 06:49 AM #3
That is very true but I am trying to move away from their specific account for this. In other words if their account is down I want a back up email on file that the tickets are sent to.
03-25-2010, 05:16 PM #4
This is a valid request, I have forwarded it to our development staff.
Another item to note is that our ticketing system for the 4.0 cPanel environment is more advanced. If you request that your e-mail be added as a CC to the ticket and a reason why that is necessary then we can e-mail both the contact address and your address via the ticketing system.
03-26-2010, 08:29 AM #5
Thanks Isaac. You need to get them to add the WH badge to your account. The WH 4.0 system is better I agree. I was able to get them to CC to me with a request in the ticket as you say. Since it has that ability it would be nice to have a field for it in the interface.