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This document is for a previous release of cPanel & WHM. To view our latest documentation, visit our Home page.

For cPanel & WHM 11.40

(Home >> Support >> Configure Customer Contact)

Overview

This feature allows you to specify how customers should contact you with support requests.

Here, you can define contact information that will be displayed when your customer clicks the Help, Contact, and Support links in the cPanel interface. To use this feature, you will need to decide how you would like your customers to contact you.

You may use one of the following three options:

  • Display Contact Information — Select this option to edit the information that is displayed when your customers access the Help, Contact, and Support links in the cPanel interface.
  • Submit Request to Email or URL — This allows you to configure a system that allows your customers to submit support requests through an email or a URL.
  • Disable — Disable the Support Request features in cPanel. We only recommend this option if you have your own support system in place.

Display Contact Information

This option allows you to edit the information that is displayed when your customers access the Help, Contact, and Support links in the cPanel interface.

Remember

Every section is optional. However, you will need to edit at least one of these sections for this feature to be of any use to your customers.

To use this option, you must:

  1. Select the Display Contact Information option.
  2. Fill out the information you would like your customers to see.
    • Each section is comprised of three text boxes: Name, URL, and Email. Enter the appropriate information for each applicable text box.
    • You can use this option to specify three different support departments. We recommend that you specify each of the departments, if they are applicable, in order to expedite customer support requests.
  3. Click Save Changes.

Submit Request to Email or URL

Select this option to specify how your customers should submit a support request. You may select one of the following options:

  • URL — This option should be used if, for example, you have a ticket system for your customers to use. To use this option, select the appropriate button and specify the URL you wish for your customer to visit.
  • Email — Select this option to specify an email address customers should use to submit support requests. To use this option, simply select the appropriate button and specify the email address to which customers should send report requests.

    Remember

    If you choose, you can include specific information about the customer who submits the request in the subject of the email. You may want to include any combination of the following options:

    • The customer's browser.
    • The customer's domain name.
    • The hostname of the customer's server.
    • The customer's client IP address.
    • The customer's username.
  • Pipe to a program — This option allows you to pipe any support request to a program. To use this option, select the appropriate button from the menu and specify the program that should handle the request. Remember to use the following syntax:
    • | /root/path/test.pl

      Remember

      You will need to fill in the path to the program that you wish to handle support requests. A support request program is not included with cPanel & WHM.

Disable

This option will not display any information about support requests in the cPanel interface. We only recommend that you use this option if you have your own support request system in place.

Customize HTML pages

This feature allows you to customize how your support pages will look. This allows you to brand the support page, which creates a consistent company presence within the cPanel interface. To use this feature:

  1. Select which page you would like to edit.
    • Contact Information — This is the page viewed by your customers when the Contact link is clicked in the cPanel interface.
    • Support Contact Information — This is the page viewed by your customers when the Submit a Support Request button is clicked in the cPanel interface.
  2. Select the theme for which you wish to edit the support page.
    • In most cases, you will need to select x3.
  3. Click edit.

Note

If you have disallowed root or reseller logins to cPanel user accounts, the edit button under the Customize HTML pages heading will not work. To re-enable this feature, select one of the following options at Tweak Settings > System > Accounts that can access a cPanel user account:

  • Root, Account-Owner, and cPanel User — To allow root and the reseller to access the cPanel account.
  • Account-Owner and cPanel User Only — To allow the reseller to access the cPanel account.