Alternate Contact for Client login area

[webbdawg]

Why do the alternate contacts not have the ability to create or respond to trouble tickets when one is created for a hosting or product account??

I have an alternate contact for a hosting package and if the owner creates a ticket and does not know how to respond to the tech's questions, I like to help out. But I am not allowed to join in the conversation on the ticket because, alternate contacts do not have permission.


What's up with that??

[Biker.GA]

There are a lot of things that the alternate contacts SHOULD be able to do, but aren't allowed to. Seems they want you to purchase the more expensive business license in order for the alternate contacts to do what they need to do.

[webbdawg]

There are a lot of things that the alternate contacts SHOULD be able to do, but aren't allowed to. Seems they want you to purchase the more expensive business license in order for the alternate contacts to do what they need to do.

I guess being an alternate contact on a hosting package, with forums, gallery and blog, that is about $500 a month is not adequate enough.

PS: my alternate contact, for the site, is not the same email as I am registered here (these forums) with.

[Mat B]

There are a lot of things that the alternate contacts SHOULD be able to do, but aren't allowed to. Seems they want you to purchase the more expensive business license in order for the alternate contacts to do what they need to do.

This is absolutely not the case, and I do not know where you're getting this false information. Alternate contacts are able to do everything except download the software, and that rule applies even to business licenses. You should check to ensure that your alternate contacts are assigned to the package(s) that they need to submit tickets for. If you have any difficulties with this, please contact the accounts team and they will certainly be able to sort you out.


For reference, this is what the Client Area says about alternate contact limitations:

Alternate contacts can be added to your account for tech support purposes. Alternate contacts you will be able to submit support requests, speak with technicians, access IPS Resources, and view the knowledge base. They will not be able to download the software, or access any of the primary account holders profile information.

[Biker.GA]

Alternate contacts are able to do everything except download the software, and that rule applies even to business licenses.

Really? That's a recent change and one the flies against what I was told some months ago. When the Alternate contact is the Primary administrator for the server, they need that kind of access. Yes, yes, yes, I know why you block it. And that's similar to swatting a gnat with a thermonuclear device. It's an idiotic policy.

[webbdawg]

This is absolutely not the case, and I do not know where you're getting this false information. Alternate contacts are able to do everything except download the software, and that rule applies even to business licenses. You should check to ensure that your alternate contacts are assigned to the package(s) that they need to submit tickets for. If you have any difficulties with this, please contact the accounts team and they will certainly be able to sort you out.

For reference, this is what the Client Area says about alternate contact limitations:

Thanks Matt, I can say that as an alternate contact I cannot add comments into a ticket the the Primary opened. The Primary is the owner and not very tech proficient so I try to clear things up. But I am not allowed to add comments or open a ticket.