Handle customer support tickets
Good support keeps customers (and reputation). OrbixPanel includes a support desk so customers can raise tickets from their portal and you can respond in one place — no separate help-desk subscription.
How it works
- A customer opens a ticket from their portal.
- It lands in your support desk in the panel.
- You reply; the thread stays attached to that customer and their account.
Reference: Support desk.
Run it well
- Respond fast. First-response time is what customers judge you on, even more than resolution time. Set an expectation (e.g. “within 24h”) and beat it.
- Keep it in the ticket. A written trail beats scattered emails and DMs — you can see history and hand off cleanly.
- Build canned replies for the questions you answer again and again (SSL, email setup, DNS propagation). Link the relevant tutorial in the reply.
- Turn repeat questions into docs. If three people ask the same thing, write it up once and send the link.
Point customers at self-service
Most “how do I…” tickets disappear when customers can help themselves. Send them to the tenant tutorials: websites, email, databases, DNS.
Common ticket themes (and the guide to send)
| They ask… | Send them |
|---|---|
| “My email goes to spam” | Stop landing in spam |
| “SSL isn’t working” | SSL won’t issue |
| “Site is down / 502” | Fix 502 |
| “How do I point my domain?” | Point your domain |
Running OrbixPanel? A customer support desk is built into the panel. OrbixPanel.com → — the free, self-hosted, AI-powered hosting control panel.