Support

The Contact Information page enables you to configure sales and support contact information and workflows for your customer.

Support Ticket options

You can set up custom workflows for support tickets submitted through the Submit Ticket form that opens when the customer clicks Support on the left panel:

Configuration Description

Disabled

The Submit Ticket button isn’t displayed for the customer.

Default Behavior

The customer will go through the regular submitting support requests process through the form in a modal window. Partner receives the ticket via email.

Pop-up Prompt

A pop-up message is displayed to the customer when they click Support. The message can come in two forms:

  • Default Text: A default message provided by SiteLock and translated into the customer’s dashboard language.

  • Custom Text: A custom message is provided by the partner in the Custom Text field.

Redirect to Custom URL

SiteLock redirects the customer to the URL specified by the partner.

Prompt Text: A pop-up message is displayed to the customer when they click Support, before they are redirected to the URL.

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

  • Default Text: The default message provided by SiteLock and translated into the customer’s dashboard language.

  • Custom Text: A custom message provided by you in the Custom Text field.

Forward With Custom Ticket Flow

Tickets are forwarded to a specified email address. For example, to integrate with the partner’s ticketing system:

  • From Email Eddress: 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.

Support Contact Information options

You can hide or change the support and sales contact information displayed at the bottom left of the SiteLock Customer Dashboard, and indicated in some emails from SiteLock:

Configuration Description

Hidden

The SiteLock Contact Information isn’t displayed.

Default SiteLock Contact Information

The SiteLock Contact information is displayed.

Custom Contact Information

The Sitelock Contact information is replaced with your details:

  • 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 URL that your customer may want to visit for support.

  • Redirect URL Text: The anchor text.