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Returning to an open ticket


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#1 norEastern

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Posted 04 September 2012 - 01:25 PM

Once logged in to HawkHost client area
my.hawkhost.com
one can click on My Support and go to the Kayako help desk page, giving a link to Submit a Ticket.

How does one view open tickets and respond to them? Only see nav choices for "Submit a Ticket".
I was online before there was a line.

#2 Guy Scharf

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Posted 04 September 2012 - 01:28 PM

You need to logon to the help desk page, in the upper left corner. Then you see the options to view existing tickets.
Guy

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#3 norEastern

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Posted 04 September 2012 - 02:02 PM

You need to logon to the help desk page, in the upper left corner.

Can you provide a URL of the page you reference?
The page(s) I see have a HawkHost logo in the upper left.
I was online before there was a line.

#4 Guy Scharf

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Posted 04 September 2012 - 02:11 PM

URL is https://support.hawk...ost.com/. The menu bar below that says Home ...., below that is a tab that says "Account". Should be logon fields there. If not, try the logout button at the bottom of the Account tab and see if that gives you user and password fields.

I think HawkHost was trying to integrate the account and help logons; perhaps there's a glitch. If none of this helps, you might try submitting a support ticket about not being able to see your support tickets. :)
Guy

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#5 norEastern

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Posted 04 September 2012 - 02:14 PM

Thanks - apparently if you login to your client area, then go from it to the support desk, if you do not login THERE, you will not see a history of tickets, because you are unknown to Kayako, although logged into HawkHost client area.
I was online before there was a line.

#6 Brian

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Posted 04 September 2012 - 03:12 PM

Thanks - apparently if you login to your client area, then go from it to the support desk, if you do not login THERE, you will not see a history of tickets, because you are unknown to Kayako, although logged into HawkHost client area.


This is correct, you would actually need to login to the helpdesk again even though you were logged into the client area and clicked through. A bit of an annoying 'bug' but the login sharing system we're using between the helpdesk and client area is far from perfect (though better than our previous implementations). This is one area we're stressing to improve though a lot of it relies on WHMCS/Kayako so it is out of our hands.

And Guy, thanks for helping out here with the speedy replies :)

Brian Farrell
Operations Manager
HawkHost





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