We do not outsource our support, but have our own hired support staff available 24/7 for any and all of your questions or issues. Most support tickets are answered within minutes of being opened, up to a maximum of a few hours.
Category: 09 Support
Opening A Ticket
You can open a support ticket from anywhere on our website/platform. Simply go to the top menu, Contact Us > Open Ticket. A small pop-up window will open where you can quickly fill in the details. Give a subject for your ticket, select the desired department, and fill in your message. When you’re all done […]
Viewing Your Tickets
You can simply access all of your support tickets from the top menu in your client area. On the next page you’ll see all of your support tickets, their status and information at a glance. The tickets will be ordered by last reply and status, so the tickets requiring your attention the most will always […]
Ticket View
Whenever one of our staff members replies to any of your tickets, you will be notified via email. You can go into ticket view from your ticket list or directly from your email notification, which will always contain a direct link to your ticket. From the ticket view you can easily add a new reply […]
Live Chat
DEPRECATED: We no longer provide live chat support. Please open a ticket or send us an email if you require assistance regarding our platform or services. Old Content We also provide support and answer your questions via website Live Chat. You will find the chat window on the bottom right side of our front pages and […]
We Need Your Feedback
We’re always working on making HetrixTools better and adding new features. So in order to make this happen, we’ll need your feedback. If you have anything, may it be good or bad, to say about our platform, be sure to open a support ticket and let us know. If it’s something good, it will motivate […]
Which Support Desk Is This?
We use our own custom built support desk for it to be fully integrated into our platform. It’s quite simple and easy to work with, but it surely gets the job done. We’ll explain in the next chapters of our documentation how to use it.
API Keys Access
By default, all of your API Keys have full access and can perform any of our API Calls. This can be risky at times. For instance, if you wish to deploy your application in an environment where others may be able to see your API Key (i.e.: on shared hosting). For such cases you can […]
Disable Bulk Report Title
These titles can be found on top of your Bulk Reports or Public Uptime Status Pages, as shown below: By default, this title is shown and it is the name of your Bulk Report, as configured when you create it. You can now hide/disable these titles, from your ‘Account Settings’, under the ‘Reports’ tab:https://hetrixtools.com/dashboard/account/settings/#reports If […]
Difference between ‘not ideal’ and ‘critical’ RAID health warnings
If you are using our Software RAID Monitoring, then you have probably already noticed that you can configure two different types of warnings under this section: You can select to be warned when RAID health is not ideal or when the RAID health is critical. In this article, we’ll go through what each of these […]