DawPi Posted January 21, 2021 Share Posted January 21, 2021 Hi, it's only for me or everyone? 😉 P.s. I can open support tickets system from this url directly though: *** Link Removed *** NoSpy and Meddysong 2 Link to comment Share on other sites More sharing options...
Stuart Silvester Posted January 21, 2021 Share Posted January 21, 2021 Click into your license, then click 'create request'. Do not submit ticket at the Zendesk URL it may not get answered. Link to comment Share on other sites More sharing options...
DawPi Posted January 21, 2021 Author Share Posted January 21, 2021 (edited) Woah, when it was changed actually? 😮 Edited January 21, 2021 by DawPi Link to comment Share on other sites More sharing options...
bfarber Posted January 21, 2021 Share Posted January 21, 2021 Our support system was migrated yesterday to a new provider DawPi 1 Link to comment Share on other sites More sharing options...
JasXPear Posted January 21, 2021 Share Posted January 21, 2021 2 hours ago, bfarber said: Our support system was migrated yesterday to a new provider Great communication 👍 AlexJ and Square Wheels 2 Link to comment Share on other sites More sharing options...
CoffeeCake Posted January 21, 2021 Share Posted January 21, 2021 10 hours ago, Stuart Silvester said: Do not submit ticket at the Zendesk URL it may not get answered. Is this one of the features of this plugin? It should be. "You asked for support the wrong way; try again." 😂 Link to comment Share on other sites More sharing options...
Nathan Explosion Posted January 21, 2021 Share Posted January 21, 2021 This evening's 'Pointless notification' is brought to you by Paul E, again. Noble~, Eric BXL and CoffeeCake 3 Link to comment Share on other sites More sharing options...
CoffeeCake Posted January 21, 2021 Share Posted January 21, 2021 The Old Man 1 Link to comment Share on other sites More sharing options...
Management Matt Posted January 26, 2021 Management Share Posted January 26, 2021 On 1/21/2021 at 8:37 PM, Nathan Explosion said: This evening's 'Pointless notification' is brought to you by Paul E, again. This evening's pointless notification is brought by me. Link to comment Share on other sites More sharing options...
NoSpy Posted January 27, 2021 Share Posted January 27, 2021 MEVi 1 Link to comment Share on other sites More sharing options...
Haku2 Posted January 27, 2021 Share Posted January 27, 2021 On 1/21/2021 at 3:35 AM, Stuart Silvester said: Click into your license, then click 'create request'. Do not submit ticket at the Zendesk URL it may not get answered. Where do we go to submit tickets for sales, account, or billing issues? Link to comment Share on other sites More sharing options...
MEVi Posted January 27, 2021 Share Posted January 27, 2021 (edited) When I go to a Zendesk link to see the tracking, it notifies me that the account has been deleted. https://invisionpower.zendesk.com/hc/en-us/ You should have a copy of the support ticket with attachement on our forums 😇 Edited January 27, 2021 by MEVi Haku2 1 Link to comment Share on other sites More sharing options...
Management Charles Posted January 27, 2021 Management Share Posted January 27, 2021 8 hours ago, Haku2 said: Where do we go to submit tickets for sales, account, or billing issues? You can click support on your purchase page or just email us. Link to comment Share on other sites More sharing options...
Nathan Explosion Posted January 27, 2021 Share Posted January 27, 2021 To help people in a constructive manner... Go in to your client area and click the 'Manage this purchase' button Then click the 'Create request' button: Or the '? Support' button in the bottom right corner: The result: Want to see previous cases? Click the 'Previous conversations' link near the bottom there. Jordan Miller and Joel R 2 Link to comment Share on other sites More sharing options...
Management Charles Posted January 27, 2021 Management Share Posted January 27, 2021 Yes, the Support button is on every page in the client area in the lower right. Link to comment Share on other sites More sharing options...
CoffeeCake Posted January 27, 2021 Share Posted January 27, 2021 5 minutes ago, Charles said: Yes, the Support button is on every page in the client area in the lower right. Is it like nails on a chalkboard when you go to the IPS homepage on mobile and the little sales chat bubble overlaps the cute little animated circles of products, but not fully, so you're not sure what it is? Then that sales chat bubble becomes a support chat bubble, but only in the realm of the IPS install that is the client area and no where else, without any clear visual indicator that you're somewhere different now? Is there a way to interact with it in a larger viewport? It's a pretty tiny window on desktop. Was the clashing blueish purple color chosen intentionally to take a jarring departure from the rest of the color language here? Is that the only option Help Scout provides? Is there a reason it asks which of one channel I prefer? You can have any channel you'd like as long as it's email. Maybe priority support purchasing people get two channels? Maybe that's a place to insert an upsell? Your boss thinks they're more important than anyone else? Want to chat with us in real time? Buy a priority support license! Link to comment Share on other sites More sharing options...
The Old Man Posted February 25, 2021 Share Posted February 25, 2021 This new support system sucks, why do you have keep fixing something that wasn't broken to begin with? We had a perfectly good ticket system that allowed us to keep track of our ticket history and it was clearly organised per licensed community site, but you suddenly abandoned it and transferred our data to Zendesk without requesting our consent or with any form of consultation. Now you've dumped Zendesk because you prefer 20th century email format correspondence, and we have this disorganised mess, with tickets lost in an Inbox myriad of emails. Have Zendesk still got our contact info and details? It doesn't even work properly. I recently used it for the first time and it was good to see I could upload a short mp4 screen recording of my issue I was experiencing that Support couldn't replicate. However after attaching the mp4, typing my reply in that tiny cramped box, it refused to send the message until I removed the video attachment. Why let me upload a video clip in the first place if it's not going to let me submit it? Why no error message to actually tell me why I can't submit a reply? What does it mean when it says "What channel do you prefer"? Er, The History Channel and Discovery HD. Eric BXL and Haku2 1 1 Link to comment Share on other sites More sharing options...
opentype Posted February 25, 2021 Share Posted February 25, 2021 On 1/27/2021 at 4:25 PM, Paul E. said: Is there a way to interact with it in a larger viewport? It's a pretty tiny window on desktop. Agreed. A proper support request is usually more elaborate than the quick chat message this interface seems to be made for. Haku2 1 Link to comment Share on other sites More sharing options...
bfarber Posted February 26, 2021 Share Posted February 26, 2021 On 1/27/2021 at 8:00 AM, Charles said: You can click support on your purchase page or just email us. (Emphasis added) For those looking for a larger viewport or having trouble with attachments and so on, have you tried just emailing us instead? It all ends up in the same place on our end and might mitigate the concerns you're expressing interacting with a "quick chat message" style interface. Link to comment Share on other sites More sharing options...
opentype Posted February 26, 2021 Share Posted February 26, 2021 31 minutes ago, bfarber said: (Emphasis added) For those looking for a larger viewport or having trouble with attachments and so on, have you tried just emailing us instead? The client area or that chat window doesn’t really show that this is an option. Link to comment Share on other sites More sharing options...
Nathan Explosion Posted February 26, 2021 Share Posted February 26, 2021 4 minutes ago, opentype said: The client area or that chat window doesn’t really show that this is an option. Yup - this can be improved greatly by a slight *cough* language string change *cough*.... Click that, you get a chat prompt. But make the target email address visible...result: "Oh, I can email directly now!!" Link to comment Share on other sites More sharing options...
Kjell Iver Johansen Posted February 26, 2021 Share Posted February 26, 2021 Just out of curiosity - why don’t you just use the forum here for internal support? Eric BXL 1 Link to comment Share on other sites More sharing options...
CoffeeCake Posted February 26, 2021 Share Posted February 26, 2021 1 minute ago, Kjell Iver Johansen said: Just out of curiosity - why don’t you just use the forum here for internal support? (...or the support request module in Commerce...) Haku2 and Martin A. 2 Link to comment Share on other sites More sharing options...
Management Charles Posted February 26, 2021 Management Share Posted February 26, 2021 3 minutes ago, Kjell Iver Johansen said: Just out of curiosity - why don’t you just use the forum here for internal support? We do 🙂 ... you are using it right now. Link to comment Share on other sites More sharing options...
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