Locating & Using the Surpass HelpDesk
I have seen a lot of confusion and question in regards to the Surpass Hosting HelpDesk and decided that a short, yet straight forward tutorial (guide if you must) was in order. Below I will walk you through on how to locate and use the Surpass HelpDesk and hopefully answer any questions you might have had about it.
On the Surpass Hosting website, you will notice a set of links at the top right. Click on where it says support.
On this page you will notice several links. The two main ones at the top are all you will need to worry about, for now. The helpdesk and the forums are two places where you can ask any question in regards to your hosting account/issues and get a great response. The only difference is the helpdesk is run by the Surpass staff, while the forums are a member-to-member “help” and while staff do frequently visit the forums, questions regarding your hosting account are better suited for the helpdesk rather then the forums. Be sure to click on the “Click here to send a helpdesk ticket” link.
On that page, you will see a login area on the left and four main set links on the right. The two main links Register and Submit Ticket are your important links that you will focus on. Your hosting account log in will NOT work for the helpdesk login. You will have to register and create a NEW login for the helpdesk! If at the time, you do not wish to register, then you can skip this process and click on “Submit a ticket”.
On this page, you will notice a list of the departments to which you can send your ticket to. Be sure that you choose the department which best fits your question, or you will have the helpdesk staff forwarding your ticket to another department, thus your ticket taking a bit longer to be read and replied to.
After you click the NEXT button, you will be taken to the page where you will fill out details of your account information and questions. Depending on the department you choose, all forms are different, so if you have a question about your Welcome email, lets say for example, and do not have your account login info yet, but the department you chose and form say you need it, then this is the wrong department to send it to. Please take this into account for future reference.
After you have submitted your ticket, you will receive an email in regards to the ticket. Once a staff member replies to it, you will receive another email with the reply, so be sure to check your email often for the reply. This is where registering comes in. While taking the time to register can be troublesome, if can help you a lot if you were to ever have another question or problem. Registering a helpdesk account will help you keep better track of your tickets and be able to see new ones you’ve created all in one place. You are also able to easily reply to different tickets rather then checking emails for older tickets. On the main page of the helpdesk, click on Register to start the process.
Fill out the details and click on the register button. That’s all! Very easy I know. After that login and you will notice that the “register” button has changed to “View Tickets” link.
Here is where you are able to view and manage all tickets sent by your throughout your hosting service with us at Surpass.
Click on the ticket, you will be able to view the conversation between you and a staff member and also are able to quickly reply to the ticket here.
See not hard at all no? Be sure to use the helpdesk when ever you have a major problem that needs immediate help. If anything else, you can still submit a ticket or use the forums. Good luck!
