Common Issues at HelpDesk/Support

[Whinux]

Hello,

Nice to post at this Community. :)

I'm developing some video tutorials and would like to know what are the most common issues received at HelpDesk/Support. If people who are currently in this business can help me, please, post a list with the main topics. Thank you in advance.

[Derrick]

Check out demodemo.com Vito makes his own tutorials and covers many topics new hosting client need. It would give you some ideas as what you might create for your clients.

Derrick

[Ted S]

There are many issues (hence most commercial tutorials are very, very long) but here are a few of the main themes:

- Billing
change your plan
change billing info
when are you billed
how to contact the host

- Control Panel
add domains
add subdomains sub domains
change php/perl file types
create lost/404 error pages
work with/ add mysql databases
add email accounts
add other email features
password protect a folder
ssl issues (setup, use, purpose)
ftp accounts and sub ftp accounts


Basically everything your control panel has the customer may need help with. Getting their site started is a BIG issue all together so beyond explaining each feature try to explain the over all process to get a "first site" made. From there you can cover all the little details and even get into Marketing or Search Engine issues if you really want. The more information you provide the more your clients benefit which is good for everyone. Just be sure they know how to find the FAQ!

[phpcoder]

Hey,

One of the most common ones is "My site is down fix it" :p:

I am sure a demo of various ways to check to see if your website is online (just can't reach it due to your isp) would help some people :) Would also show them how to 'ping' and 'trace route' :D

Thank you,