Your Helpdesk

Premium Client SupportIncluded in the price

We host your clients’ websites and answer their technical questions under your brand. You set the prices and keep the relationship, with full visibility of support conversations.

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A premium helpdesk service your clients will love!

We've developed a branded support portal that lets you get involved as little or as much as you'd like. Once everything is set up for you, give your clients the helpdesk URL and Email address. They can login to their own account or simply email in their questions and we will respond. Our average response time to tickets is around 15 minutes.

Helpdesk features

Built for your clients and your team

Explore the features available to you and your clients, from your own branding to shared support conversations.

Your brand throughout

Your identity, from the support address to every reply.

ABC Agency branding on a helpdesk sign-in screen and support dashboard

White-label helpdesk: We deliver customer support through your own portal carrying your agency’s identity.
Custom helpdesk domain: Use your own unique support address, such as helpdesk.youragency.com.
Branded sign-in experience: Display your agency’s logo and theme throughout the sign-in and support screens.
Branded support emails: Send customer communications using your agency’s support email address and sender name.

Easy support for your clients

Portal or email, with the conversation kept together.

Branded helpdesk ticket form showing a client asking for help setting up an email account

Portal ticket submission: Customers can raise support requests directly through their account on the branded helpdesk.
Tickets by email: Recognised customers can create tickets by emailing the agency’s support address.
Email replies: Customers can reply from their inbox and continue the same support conversation.
Conversation history: Portal messages and email replies are kept together in a dated ticket thread.

Get involved on your terms

Join conversations and collaborate when you need to.

Branded helpdesk conversation showing customer replies, agent responses and a private internal note

Agency-wide staff access: Team members can support every customer belonging to their agency.
Private internal notes: Share staff-only context within a ticket without displaying it to the customer.
Multiple staff participants: Keep several team members involved in the same support request.
Account email preferences: Choose whether to receive ticket reply notifications by email.

Keep services connected

Bring customer services and support requests together.

Branded helpdesk services overview showing agency-created and 4UAgency-supplied services linked to customers and domains

Agency-created services: Add your own services, including SEO, marketing, design support or other offerings.
Supplied service visibility: View 4UAgency-supplied services alongside your agency's created services.
Related service selection: Link tickets to the relevant customer service or domain, or leave the service unspecified.
Multiple services per domain: Connect hosting, domain registration and other services to the same service domain.

Keep clients informed

Publish branded updates through the portal and email.

Branded client dashboard with recent announcements alongside the announcements archive

Agency announcements: Agency owners can publish updates and news articles for their agency’s customers.
Portal and email publication: Publish updates to customer dashboards and queue branded emails to active customers.
Announcement archive: Customers are able to browse previous updates by year and month, so they don't miss anything.
Maintenance Notifications: We will publish scheduled maintenance work related to our infrastructure.

Know where things stand

See support activity, response times and escalations.

Branded agency dashboard showing ticket activity, priorities, escalations and average first response time

Support ticket filtering: Filter the tickets by requests needing responses, awaiting customer replies, flagged or escalated tickets.
Support workload counts: See statistics at a glance for requests awaiting replies, high priority tickets, weekly totals and more.
Customer and staff escalation: Customers and support staff can raise tickets for management attention, with senior staff members notified.
Average first response time: Measure the average first staff response for tickets opened in the last 30 days.

Expertise, knowledge and experienceWe can make a real difference

Our service doesn't just free up your time, it helps build your reputation. Your clients will receive prompt, professional and relevant help from our experienced staff. Our small team has been providing support and customer service for hosting clients since 2003. We have over 20 years in the game, with thousands of happy customers behind us.

Over 20 years in the business

We’ve been helping customers through 4UHosting since 2003, bringing more than two decades of hosting experience to the table.

We know web designers

We’ve worked closely with hundreds of web design professionals over the years and their experience has helped shape the service we offer today.

Adding more value to your businessMaking life easier every day

We go even further

We will happily field all your client requests. As a first point of contact, we can pick up non-technical queries and pass them on to you, flagging you or your staff in the helpdesk and notifying you that there is a request for you to deal with.

We're adding new functionality

Our roadmap for the helpdesk includes SMS notifications, CRM functionality and more. Want something adding that you think would be useful? let us know and we'll consider including it in a future release.

Designed to free up your time

We created this service to solve many of the problems web designers face in their daily operations. We take the technical burden away from you, while providing a high quality hosting and support service you can be proud of.

Want to know more? Have any questions?

Give us a call, or we can call you to explain about any aspect of our service. No sales banter, just a friendly conversation.

Call us:0333 332 1000

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