Until now, when something went wrong, a customer told us directly. That works for one family and one server. It does not work once other people run the panel for their own customers, so the panel now has a support desk of its own.
What customers get
A new Support button next to My Account opens their tickets. They can describe a problem, attach screenshots, choose a topic and an urgency, follow the answer, and reply from the panel or from the email they are sent. A new My Account page gathers their details, plan, usage and sign-in settings in one place.
What the people running the server get
A Ticket System section with a dashboard, a queue, a history and its own settings. The dashboard shows how many tickets are open, how quickly they are answered and resolved, tickets per month, and optional response targets. Staff can reply, keep private notes, change priority and topic, use saved replies, and assign work. A banner, an email, a chat message or a daily summary tells them when something needs attention.
Each server owner can set up a support mailbox with one click, on their own domain, so replies and new tickets can arrive by email. Resellers get their own desk for their own customers, and can hand a ticket up to the server owner. A write-up for the developers can be prepared from any ticket with the customer’s details removed. Nothing is sent anywhere until that channel is connected.
Checked before it ships
The whole feature was reviewed for the ways a support desk can be misused: one customer reading another’s tickets, staff on one desk seeing another’s, forged or flooded email, and hostile text or files. Each route was tried by every kind of person who should not be allowed in, and the problems that turned up were fixed. It shipped in 0.21.0, all in one go.