Helpdesk for hosting and VPS providers
Hosting customers write in through BILLmanager tickets, Telegram, email and your website chat. SupportHub brings these requests into one queue, connects to the ISPsystem panels, BILLmanager 6 and VMmanager 6, and lets you start or stop a customer's server without leaving the ticket.
My VPS stopped responding after a kernel update, and I can't get in over SSH.
I can see the server got stuck while booting. I stopped it and started it again, and SSH will be back in a minute.
- Service
- VPS-4, 4 vCPU / 8 GB
- IP
- 185.12.34.56, 185.12.34.57
- Status
- active
- Panel
- VMmanager 6
Every request in one queue
BILLmanager tickets, Telegram bot messages, emails, website chat, VK and WhatsApp all land in one shared list. Each reply goes back to where the question came from, so the customer doesn't have to switch channels and the operator doesn't have to keep five tabs open.
If the same customer writes in both BILLmanager and Telegram, you can merge their contacts (SupportHub suggests duplicates) and see the whole history on one page.
The customer's services next to the conversation
The ticket card shows who is writing: their BILLmanager account, services with every IP address, status and balance. You choose which fields appear, and the BILLmanager module can add your own fields with an SQL query.
- start and stop a VPS in VMmanager 6 right from the ticket
- sign in to VMmanager as the customer, without their password
- the server password on the card, if you allow it
SLA, departments and on-call
Every ticket runs timers for pick-up, first reply and resolution, counting working hours only. Tickets are sorted into departments, such as tech support, billing and abuse, and assigned automatically. Operators hear about new and overdue tickets in Telegram and through push notifications.
Replies written in seconds
Standard instructions are kept in templates and go into a reply with a /command, screenshots included. Customers can open the knowledge base in the widget on your website, and the AI assistant suggests replies based on its articles.
How to connect
- 1
Create a project
Sign up and set up a project for your support team. Details
- 2
Connect BILLmanager 6
The module installs on the BILLmanager server with a single command and works without you handing over panel credentials. Details
- 3
Add your other channels
Connect a Telegram bot, email and website chat in the channel settings. Details
- 4
Invite operators
Put them into departments and turn on SLA. Details
FAQ
Which ISPsystem panels does SupportHub work with?
BILLmanager 6 and VMmanager 6. BILLmanager connects through a module on the panel's server or over the API, and VMmanager connects through the BILLmanager integration.
Do I have to give SupportHub my BILLmanager admin password?
Not for the module: it works through the panel's local socket and replies from a service account. The API connection needs an account with the right permissions.
Does closing a ticket sync?
Yes, both ways: a ticket closed in SupportHub is closed in BILLmanager, and the other way round.
How much does it cost?
The Starter plan is free. Paid plans and what they include are on the Pricing page, and you can try any of them for 14 days: write to support, we'll check your company and turn on the trial.
See also
- BILLmanager
BILLmanager 6 tickets from ISPsystem, with replies, attachments, ratings and closing kept in sync.
- VMmanager
The customer's VPS from VMmanager 6 (ISPsystem) on the ticket card: status, IP, start and stop.
- Telegram
A support bot with menus and buttons, answered by operators from a shared queue.
- Website chat
A live chat widget with a knowledge base, news and a pre-chat form.
Connect your channels and try it on real conversations
The Starter plan is free, and you can try a paid plan for 14 days. Setup takes a few minutes.