Using Customer Support with NinjaRMM and Webroot Endpoint Protection
by Sam Ellison, on March 5, 2018
Step-By-Step Guide: Customer Support and Tickets with NinjaRMM and Webroot Integration
Here at Zedsphere, we want you to be able to manage your clients’ devices easily and this is achievable through the NinjaRMM and Webroot Endpoint Protection integrations.
This is an easy-to-follow step-by-step guide on how to use the customer support feature effectively within your NinjaRMM and Webroot integration.
Step 1: Introduction to Customer Support
To access Customer Support, click on the console name you wish to access.
By clicking on a console name (as shown above in the highlighted area), you get the following page view. This page gives you a number of options: such as Endpoint Protection, Customer Support and the Webroot Community.
If you click on 'Go to Customer Support' it will bring you to the screen below. The Customer Support tab shows support tickets that have been created as well as those that have been opened or closed. There is a search bar, allowing you to find previous issues that have been raised that could posibly help you solve the same issues across other customers’ devices. Click on 'Create New Support Ticket'.
Step 2: Add a Support Ticket
To add a support ticket, click on 'Create New Support Ticket'. The screenshot below shows the pop-up window where you can create your new support ticket. Complete the form and click 'Create New Ticket'; here you can add in details to refine the ticket information, including the ability to attach files, for example, a log can be added here.
Once you have added the ticket, it will appear in Open Tickets. After you have added a support ticket, you can action them by adding a new response, mark a ticket as closed or selecting the console to apply the ticket to. As shown below, there is information for the ticket, including the ticket number, ticket name, last response, date created, who the ticket was created by, the site the ticket is for and the actions available.
Step 3: Responding to Tickets
You can add a response to the tickets by clicking the pencil icon in the 'Actions' column and the image below shows the response process. In the example below, you can see that a response has been added which can be seen in the information feed on the left. To add a response, click 'Add New Response.'
Note: that you can also add in attachments here too. This is a great feature if you want to add a log into your response to your clients.
Step 4: Closed Tickets
Within the Closed Tickets tab, you can see the closed tickets available as well as which console name you are looking at and a search feature; which could save you time and effort when looking for specific closed tickets.
Step 5: Search Tickets
The Search tab, as exampled below, provides you will a drop down box for the different console names and the found searched tickets.