Resellers can process their customers' tickets by themselves, by using the provider's support, or do not use TTS at all. Access to TTS functionality is managed through the respective privileges:
- To exclude TTS functionality from RCP, remove CONFIG_TTS and PROCESS_TTS privileges from the reseller privileges list.
- To allow a reseller to use the Billing trouble ticketing system, delegate CONFIG_TTS and PROCESS_TTS privileges to the reseller.
Additionally, the provider can offer trouble ticketing support to a reseller. Trouble ticketing support represents the following resources based on the Resellers Management service gate:
- Support with Branding. The reseller gets the provider's queues that marked as visible to the reseller and categories assigned to these queues. The reseller is allowed to assign his collectors (email settings) to the provider's queues. In that case, the reseller's customers see the provider's categories in their CP and post tickets to the provider's queues, but get replies from email specified by the reseller in their collector. Reseller's notification templates are used to notify customers about ticket processing status. The reseller can create their own queues, categories and collectors and move tickets from their queues to the provider's queues. If a ticket has been moved to the provider's queue, the reseller can not view and process the ticket. Moved ticket gets default priority set by the provider for the queue. Depending on the Autochange of Ticket Owner option, a ticket owner is wiped out or replaced with a queue default owner.
- Support without Branding. The reseller gets the provider's queues that marked as visible to the reseller and categories assigned to these queues. The reseller is not allowed to assign their collectors (email settings) to the provider's queues. In that case, the reseller's customers see the provider's categories in their CP and post tickets to the provider's queues and get replies from email specified in the provider's collector. Provider's notification templates are used to notify customers about ticket processing status. The reseller can create his own queues, categories and collectors and move tickets from their queues to the provider's queues. If a ticket has been moved to the provider's queue, the reseller can not view and process the ticket. Moved ticket gets default priority set by the provider for the queue. Depending on the Autochange of Ticket Owner option, a ticket owner is wiped out or replaced with a queue default owner.
To configure trouble ticketing support offers, do the following:
- Create resources with the following parameters:
- Name: Support with Branding or Support without Branding.
- Unit of Measure ID: Boolean.
- Service Gate: Resellers Management.
- Max: 1.
- Min: 0.
- Controlled by: Billing.
- Type: Resource.
- Add created resources to the reseller service template.
- Configure the resource rates for these resources in the reseller service plan.