Technical Support Knowledge Base

CREATE A SUPPORT TICKET

Account Login
Add / Remove Email Accounts
Creating Support Ticket
Domain Name Registration
Edit Website Tools
How to Create a New Email Account
Email - Setting up Outlook
Hosting Control Panel
iHomefinder Featured Listings
iHomefinder MLS / IDX
Lead Engine
Log In to Client Control Panel
Lost Passwords
New Construction Showcase
Meet the Team - Adding Team Member Bios & Photos
Property Showcase
SEO Services
Support Services
Virtual Tours
Webmail
Website FAQs
Website Statistics
Website Launch Details
Turn-Time for Website Support & Maintenance Requests

Account Login Information

1. Go to Client Control Panel http://www.themarketingshop.com/clients/
2. Click on Lost Password
3. Enter Domain Name
4. Your login information will be sent to the account email address

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Add / Remove Email Accounts

1. Click the Admin Link from any page of your website (bottom right corner)
2. Click on "Hosting Control Panel"
3. You will a Warning Page (It's okay, click Continue)
4. Login using your TMS Login User & Password
5. Go to "Create Mail Account"
6. Click on the Domain for which you want a mail account created
7. Add the email account
8. Add the password. Follow these guidelines for email passwords:
   • Don't make the password too easy or spammers will break in and blast emails from the account all over the universe.
   • Write the password down somewhere because there is no way to retrieve it without changing it.
9. Select "Finish"

Creating a Support Ticket

All changes and/or fixes to your website must go through our new Support Ticketing System. This feature will help us track work that must be done and assign the tasks to the appropriate department for faster execution.

- Login to client control panel
- Select "Create Support Ticket "
- Choose department that best suits issue
- Await response and/or resolution
- Turn-time is 24-48 hours on all minor website revisions
- More difficult or technical requests may require more time to resolve.

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Domain Name Registration

As of February 2007, The Marketing Shop.com no longer registers domain names for our clients.

We do this for your protection. Whomever registers the domain usually owns the domain itself, so it is important that you register your own website name to prevent any ownership questions later. Please register your domain names at the domain registrar of your choice. We recommend GoDaddy or Network Solutions.

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How to Create a New Email Account

1. Go to your Web Hosting Account.
   This is located on the admin page.
2. Login using your username and password.
3. Once you have logged in, click on your domain name, you may need to click on “Home” in the Left Navigation under “General”
4. After you have clicked on your domain name, click on “Mail” under the “Services” section.
5. Click “Add New Mail Name”, enter in the Mail name and password for your new member and click “OK”
6. You have now set up a new email account. To forward email to a different email address, click on “Redirect”

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Hosting Control Panel

Hosting Link: https://yourdomainname.com:8443
Use your account user name and password to log in

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iHomefinder - MLS Search Feature

Login to iHomefinder using your System Account Login Info.
http://www.idxre.com/idx/tpv/

To make a pending account active, fill out the paperwork for your board and fax to iHomefinder at 510-981-1439.

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Lead Engine

The Lead Engine houses all the Leads coming into your website. New prospects, contacts and clients can also be added into the Lead Engine for automatic email newsletter campaign sending.

Using your Main Account User/Password, login to the Lead Engine from the Client Control Panel under "Manage Prospects"or directly here: http://www.themarketingshop.com/leng/

- View new leads in Dashboard
- Manage Leads in Lead Manager
- Manage, Edit and Create New Campaigns in Campaign Manager
- Manage Sources (Website Forms)
- Manage Groups (Clients, Prospects, Buyers, Sellers, Mortgage, etc... )

Use of the Lead Engine is free at this time. Each account will have a complimentary Email Newsletter Template that matches your website. You will also have access to system email campaigns. Please be patient as this system is in Beta stage. We appreciate your cooperation, patience and suggestions for improvement.

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Client Control Panel 

The Client Control Panel (CCP) allows you to manage your website and leads. Login using the user name and password for your account.

Lost TMS System Passwords

If you do not know your TMS System User Name and password, click here to have your password sent to the email address of record for your account.

New Construction Showcase

Each site has the option of a new construction showcase, or a pre-existing home showcase. If you have the New Construction Showcase, follow these steps.

- Login to Control Panel - http://www.themarketingshop.com/clients
- Choose Edit Website Tools
- Go to New Construction Showcase
- Choose Add New Property
- Follow steps for adding property
- The properties you add will show up on your website

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Adding Virtual Tours to Showcase

Add link to your pre-made virtual tour as you are entering in the property to be Showcased.

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Setting Up Email in Outlook or Outlook Express

1. Go to Tools
2. Email Accounts
3. Create New
4. Choose Pop3
5. Add Your Name
6. Add Your Email Address (yourname@yourdomain.com)
7. Incoming POP3 is mail.yourdomain.com
8. Outgoing SMTP is mail.yourdomain.com
9. User Name is your Email Address
10. Add Your Email Password
11. Select Next
12. Finish

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Webmail

http://webmail.yourdomain.com/horde/imp/login.php
Or login to your Hosting Control Panel and access "Mail"
You will need the User Name and Password info for your EMAIL to view your webmail. If you're not sure of your user name and password for your EMAIL, login to your Hosting Account to view and manage your email passwords.

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Website Statistics

1. Go to http://your-domain-name.com/plesk-stat/webstat
2. Log in using your account user name and password
3. View Statistics

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Property Showcase

- Login to Control Panel - http://www.themarketingshop.com/clients
- Choose Edit Website Tools
- Choose Manage Groupings
- Select Grouping Preference (price)
- Go to Property Showcase
- Choose Add New Listing
- Add your listing and select "Save"
- Your listings will now show up on your website

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Adding Virtual Tours to Showcase

Add link to your pre-made virtual tour as you are entering in the property to be Showcased.

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Meet the Team

- Login to the Client Control Panel
- Select "Website Edit Tools"
- Select "Meet the Team"
- Select "Add Team Member"
- Add your information and photo
- Once saved your info will show up on your website at "Meet the Team"

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Website Launch Details

Web Launch Time Frame
Once we set into motion the changing of the DNS Nameservers, there is usually a 24-48 hour propogation period. During this time there is no guarantee that the website will be up or that emails will be delivered. Nowadays the propogation happens more quickly, but it's still wise to prepare for a potential 24-48 hours of downtime.

Email Loss
Our clients have not complained of email loss during the launch of their website. While the site propogates, the emails go to one place or the other (your new email account with The Marketing Shop.com or your old email account with your current host). So, you can log onto the web mail of your old account and check your messages as well as on your new account. This has never posed a problem in the past.

Changing Passwords
Instead of changing the passwords, you can also create an exact duplicate of the email account. When you do that, you will end up receiving emails from either account, depending upon where the internet is in the propogation of your website. Otherwise, you can login to your current web host webmail (all web hosts have these), and see your mail that way.

New Email Set-Up
The potential pitfalls come in setting up the new email address. Sometimes there are difficulties in getting the email to send and receive properly. This is something we cannot prevent--we must launch the site in order to know if there is a connection problem or not. Sometimes there are issues with the users outgoing SMTP in that they can only use their local ISP. (In your case, you are already set upo for using your local ISP, so you're already set-up.)

Potential Pitfalls
Generally there is minor discomfort during the email clarity stage, but I'm here to walk you through the process if and when we need to calibrate something. I'm very familiar with how to do this so I am confident everything will be fine.

Storage Limitations
4100 MB Disk Space
450 Gig Transfer
4Unlimited Email Accounts (yourname@yourdomain.com)
424/7 Server Monitoring
4Frontpage Server Extensions
4MySQL Database
4Virus and Spam Protection
4Web Control Panel

What could go wrong?
Anything could go wrong with your email during the 48 hour window, however, we have never had issue with this. Secondly, there may be a minor delay while you're making sure you're receiving new emails properly to your machine. If there is an email connection problem, the emails you receive are not deleted, but are kept on the server until you get your mail set up correctly and download them onto your machine.

The Marketing Shop.com
Your email is provided by The Marketing Shop.com on one of our dedicated servers. It is connected with your website.

GoDaddy
To access your godaddy account, login to the GoDaddy site. There will be a button for webmail. That's where you can make sure you're getting all your mail.

How eMail Works
When you send an email to someone, it does not go straight to that person's machine. It first goes to that person's server. You can view your emails on the server by viewing your webmail. Every hosting server has webmail.

How Website / Email Propogation Works
When you launch a website, you tell the internet governing authorities to point the domain name [abc.com] to a new DNS server. While this is happening, your website (and email) will still go to either your old server or your new server (like a teter totter). Some of your mail may go to the old DNS server, some may go to the new.

Now days this is an almost instant process, but they recommend us give a 48 hour window in which your website may not be available.

Website Launch
Generally your website is up (replacing the old site) within a few hours of the DNS propogation.

What do you need to launch the site?
We need your user name and password to the registrar of your domain name. In most cases, the registrar is GoDaddy.

Website Registration Information
Here is the info on your website: http://www.networksolutions.com/whois

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iHomefinder Featured Listings Issues

If you have a problem with your Featured Listings, please send an email to support@themarketingshop.com

All iHomefinder Support Requests must contain the following information:

- Type of property
- Address
- MLS#,
- Approximate date listed

Sometimes it can take up to 2 weeks before listings are seen on the web

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Turn-Time for Website Support & Maintenance Requests

• Emergency website maintenance is handled within the day.
• All support tickets are responded to in 24 hours.
• Problems with MLS are handled immediately.
• Other support issues can take 48 – 72 hours depending on complexity.
• Requests for new content web pages are scheduled within 2 weeks.
• Requests for entire website sections take 30 days.
• We have a full-tme Support Consultant who handles support M-F 10am – 5pm. Support: 972-295-4201
• Issues our Support Consultant can’t handle, are sent to Tier II Engineers.
• Issues Tier II cannot remedy are sent to Tier II programmers or outside MLS providers. (This can take 2 days--nonetheless, we inform you of progress.)
• We request support tickets to be submitted to our Support Ticket System to assure they are delivered to the correct technician.
• We request that you not email support requests because they can get lost.
• We answer our phone during business hours.
• Jenna Ryan’s cell phone is available during off-business hours for emergencies. 972-510-9177.
• The fastest way to get us is through the Support Ticket System or Direct Email at jenna@themarketingshop.com. We are usually available throughout the weekend

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