Support

The Support page enables you to configure sales and support contact information and workflows for your customers.

Customize support ticket workflows

  1. Log in to the SiteLock Partner Experience Dashboard.

  2. In the left navigation menu, click Preferences.

  3. Click Support.

  4. Under Support Tickets, select the workflow you want to set up for support tickets.

    The following table describes the available options.

    Workflow Option Description

    Disabled

    Do not allow customers to submit support tickets through the dashboard. This will hide the Submit Ticket button from the customer dashboard.

    Default Behavior

    Allow customers to submit a support ticket through the default SiteLock support ticket flow.

    Pop-up Prompt

    Display a pop-up message with instructions when customers click the Submit Ticket button.

    Select one of the following options for the pop-up message:

    • Default Text — A default message provided by SiteLock.

    • Custom Text — A custom message provided by you.

    Redirect to Custom URL

    Display a pop-up message and redirect customers to a custom URL when they click the Submit Ticket button.

    Select one of the following options for the pop-up message before redirection:

    • No Pop-up — No message is displayed to the customer.

    • Default Text — The default message provided by SiteLock.

    • Custom Text — A custom message provided by you.

    Forward with Custom Ticket Flow

    Display the Submit Ticket button and automatically forward tickets to a specified email address, enabling integration with your ticketing system.

    Complete the following fields to set up the workflow:

    • From Email Address — The email address that is used to send tickets.

    • To Email Address — The email address of the receiver.

    • Instructions — The pop-up prompt with instructions for the customer stating what they should include in their ticket.

  5. Click Save Changes.

Customize support contact information

  1. Log in to the SiteLock Partner Experience Dashboard.

  2. In the left navigation menu, click Preferences.

  3. Click Support.

  4. Under Support Contact Information, select the type of contact information you want to display for your customers.

    The following options are available:

    • Hidden — Do not display support contact information.

    • Default SiteLock Contact Information — Display the default SiteLock contact information.

    • Custom Contact Information — Display custom contact information.

      Complete the following fields:

      • Support Phone Number — The support phone number.

      • Sales Phone Number — The sales department phone number.

      • Support Email Address — The support email address.

      • Redirect URL — The external support URL customers can visit.

      • Redirect URL Text — The anchor text for the redirect URL.

  5. Click Save Changes.