In the emails sent out for IPS support ticket responses, can you include the IPS wrapper with a link to the support ticket?  

 

 

We prefer the email feel. More professional.

I agree with Joel. On most of the ticket responses I have to add an answer to the ticket. I would be much easier to get to the ticket directly. Please add the link again like before the update.

16 hours ago, Mark said:

We prefer the email feel. More professional.

I don't understand how a professional / casual feel of the email helps with my concern.  Am I allowed to respond back to the email and it posts to the ticket? 

It takes me four clicks to get to my support ticket when I would like to go directly from the email to the support ticket.  

 

7 minutes ago, Joel R said:

Am I allowed to respond back to the email and it posts to the ticket? 

Yes, you are  

Just now, Jim M said:

Yes, you are  

Well that changes things.  That was not communicated in the ticket or in any of my other interactions with IPS Support.

3 hours ago, Joel R said:

Well that changes things.  That was not communicated in the ticket or in any of my other interactions with IPS Support.

I personally think there's a reasonable expectation that if you get an e-mail and it doesn't explicitly say "do not reply to this e-mail" that you can reply to the e-mail... but let me look into this further for improvements. Thanks. 

 

8 hours ago, Lindy said:

I personally think there's a reasonable expectation that if you get an e-mail and it doesn't explicitly say "do not reply to this e-mail" that you can reply to the e-mail... but let me look into this further for improvements. Thanks. 

 

Nigerian Princes must love you

The old Support Area actually stated that you could reply to an email so the lack of communication about the changes is worrying. Now we get emails from $support_person with no indication that  replying to the email would end up in the ticketing system.

But Support is getting worse. I have actually raised a ticket about the fact that we can no longer assign a ticket to Cloud Support only to be told that we all get dumped into a generic "Support". It would have been nice if we had been told that when the Client Area was "upgraded" rather than all the rubbish about going though the Manage Purchases - Main Account.