How Do We Track Our Support Tickets

Community Forums Forums Forum Bugs and Suggestions How Do We Track Our Support Tickets

This topic contains 5 replies, has 4 voices, and was last updated by  nickthegeek 2 years ago.

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  • #2251

    AC
    Blocked
    Post count: 7712

    After adding three discussions a week or so ago and no one responded to those, I decided to use the Support Ticketing system. The one thing I noticed was that in submitting the request – I do not get a copy, nor is my request stored on my profile – at least I cannot find it. How are we to track our support tickets if 1) we don’t receive a copy when we submit it and 2) there is no where on here to see if it’s even been received or handled?

    #2326

    Andrea Rennick
    Keymaster
    Post count: 1437

    It;s an email system. :) You get emailed back and can see those.

    At some point we may be able to show them in your member’s area but right now that;s an idea.


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    The forums are community based. Staff only monitors the forum for issues relating to the forum itself and to redirect users to where they need to go.

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    #2335

    AC
    Blocked
    Post count: 7712

    It would be nice if when we hit the submit button that it sends an email to us so we can have a record that we sent something in. I would see where Zendesk would probably be more appropriate than a contact box.

    • This reply was modified 2 years ago by  AC.
    • This reply was modified 2 years ago by  AC.
    #2451

    nickthegeek
    Keymaster
    Post count: 756

    We are using a system much more robust than a contact box. The contact box is just an interface used to generate the ticket from my.sp

    #2975

    dean.solarwind
    Participant

    I too submitted a ticket and received no email confirmation. Does that mean that my ticket did not go through? My store checkout on clipcart is not functioning and I haven’t been able to get support from studiopress, cart66 or Mijireh. This is very frustrating since I’ve spent several weeks setting this up and now it’s not working right.. err!

    #3102

    nickthegeek
    Keymaster
    Post count: 756

    Dean,

    If you did not receive a reply yet then there is a possibility your responses are going to spam or that there was a problem with the email address provided.

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