Discuss: [IMPORTANT] Help Desk, Billing System Changes

[Kelly]

http://www.surmunity.com/announcemen...tml#post321229

Discuss here.

[webhost]

Core System - My Thoughts...

I have been using Core for a while now and it's great. It's nice having everything integrated under one system - billing, servers, vps servers, tickets etc so congratulations to the team at Surpass responsible for writing this system - it can only get better....

What follows will sound like I am moaning - I promise I am not! I love the new integrated system - really do!

Here are a few things I miss and I guess could be looked at in future - this is not a complaint! Just a few comments:

(1) The new helpdesk does not allow me to close tickets myself. Sometimes when I work something out I want to close a ticket - the old system allowed it - the new system did not allow that. Maybe that can be implemented at some point!

(2) The new helpdesk does not tell you where the ticket is sitting at the moment. eg. Is it with Abuse Department, is it with Level 1, Is it with NOC, is it with Level 3? Was always useful to help gauge response times knowing where it was currently sitting...again just a comment!

(3) Not a real problem BUT click on Billing and click on the option to View Closed Invoices. It defaults to the old invoices so it starts of with 2006 invoices for me - not a big problem really but would be nice to have it defaulting to show the newest invoices first not the oldest! (Ok its not a big deal clicking one link to change the order!)

(4) View my dedicated servers and it tells me my Bandwidth Limit in GB and my current Bandwidth usage in mbps. The old system showed both units in mbps so it was really easy to work out if a server was approaching it's limit. Now I have to look at the usage in mbps and try to work out what that equates to in GB! Would be cool if both units were in mbps like the old decc system!



I DO LOVE THE NEW SYSTEM - PROMISE! Been using it for a few months now. Great not having one log in for my VPS server billing, one log in for my decc dedicated server billing and another log in for my desk support desk. So yes - ONE password to remember is awesome!

Thanks y'all!

[Dan]

So yes - ONE password to remember is awesome!

Thanks y'all!

But where's the challenge when you don't have to remember 4 different usernames and passwords?!

Thank you for all the feedback we definitely need it. We stare at it all day so there are definitely things we might overlook so thank you again for the feedback and keep it coming!

[webhost]

Well I have 2 URLs remember as I have a UK VPS with your sister company too but I see it's moved to Core too as I got an email to day (yay!)...so I can have the same un and pw for both Core's! Aren't I lucky!

Good riddance Modern Bill!

[webhost]

(4) View my dedicated servers and it tells me my Bandwidth Limit in GB and my current Bandwidth usage in mbps. The old system showed both units in mbps so it was really easy to work out if a server was approaching it's limit. Now I have to look at the usage in mbps and try to work out what that equates to in GB! Would be cool if both units were in mbps like the old decc system!

That actually is the most annoying thing about Core to be honest...I have a wee chart above my desk comparing mbps with GB! So I guess it's all good in the meantime!

If you don;t mind my asking what is the thinking behind having the units different for Used BW and Allowed BW? Is there a reason for it being different? Just curious I guess...!

[psfrog]

I have also been using the new CORE system for a while now and I think it's great.

I would also like to be able to close a ticket though as webhost wrote.

One more thing I have found is that if I request a reboot for a server and the technician writes a comment or a question after the reboot is done, I can't reply to that within the CORE area - I have to reply to the email I get or create a new ticket.

[Hardtana]

I am having big, big problems here.

I know I had an invoice due yesterday...on the old system, the payment does not work (I know that my bank card is 100% valid as I used it in 2008), on the new system, there's no invoice at all. I don't want to be suspended or something because I am definitely willing to pay my bill, it's just that everything's suddenly...confusing.

Other than that, Core looks great.

[DewKnight]

Hardtana, if this is a shared / reseller account all billing will still be through the old system at the moment. If you are unable to submit payment, please open up a ticket in the CORE help desk and we can assist you.

[andrewm57]

Will old tickets from Kayako be ported into our Core account so we'll maintain our history?