H-Sphere gives you a built-in Support Center for managing end user support tickets. 

Click on "Support Center" in your Admin CP to see the system. When an end user submits a support ticket from their control panel, a ticket will be created in your Support Center and you will also be sent a confirmation copy via email. 

Please note the following in regards to this system:

1. It is preferable that end users submit requests from their control panel and not via email. This is because tickets coming from their control panel will contain pertinent information about their account, such as their username, and also provide a direct login link to the CP.
   
   

2. You should always reply to support tickets from your Admin control panel and not via email. This is because email replies will not be logged and archived in the Support Center.
   
   

3. Likewise, you should also let your customers know they need to add comments to tickets from their control panel only and not reply via email for the same reasons.

Now, recognizing that some users will still want to send questions by email, H-Sphere has a mechanism to turn email submissions into trouble tickets and display them in your Support Center. 

To set up that feature please do the following:

1. Log into your  Admin account control panel
   
2. Select Tech Support in the Settings menu;
   
3. On the page that shows, configure your Support Center:

• Support Email	Full support e-mail address (e.g. support@example.com) This e-mail address will be polled to generate trouble tickets and will be used to send replies. Be sure you do NOT pop mail off this address local with your email client.
  POP3 Host	Name of the POP3 mail server
  POP3 User	Full POP3 user login name. In H-Sphere it is the same as your support email.
  POP3 Password	Password to this mailbox. The password is required to access the mailbox by POP3.

  Setting the above parameters will convert anything sent to your support email address into a trouble ticket. 

  In addition, you will also want to configure the following features of your Support Center:

  Automatically Close Answered Tickets After x Days	Enter days to keep answered trouble tickets open. Tickets will be closed after these many days once you answer them. Leave this field empty if you want answered tickets to be closed immediately. Enter -1 if you want all answered tickets to remain open in the Tickets Center.
  Ticket Center Settings	You can choose "Answered" and "On Hold" sections to show/hide in the Tickets Center.
  Default KnowledgeBase	This feature is not currently in use.
  Default Support KnowledgeBase	This feature is not currently in use.
  Max Suggestions	This feature is not currently in use.
  Don`t send confirmation emails for received Trouble Tickets	With this box unchecked, the system will send receipt confirmations to e-mail senders. Please be careful with this option, because if the sender has an autoresponder enabled, you'll end up exchanging endless receipt confirmations with him.
  Do not check e-mail address	When an e-mail message arrives to the support address, its from address and subject are checked to see if it's a follow up to an earlier response. If you enable Do not check e-mail address, incoming messages will be checked only by the subject. In this way, a reply from a different e-mail address won't be treated as a new support request if the subject remained unchanged.
  Highlight E-mails	E-mails received from the domains you entered here will be highlighted with red in the main queue of trouble tickets. This is typically used for customers with priority support but can also be used for other purposes, for instance, to emphasize on brand new customers, etc.

  
  
• Click Save to confirm changes.

Now that your Support Center is configured, your next step is to customize your end User Control Panels:

Go to Step 6....