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Old Ticket Process Gone?


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I just went to my Client Area to start a Support ticket. The old link to that function with all past Tickets/Issues was gone and in its place is a small Support Link on lower right, and when clicked a small window opens for tickets or emails etc. Is this new? Sorta alarming that a robust Ticket function that sometimes dealt with serious issues has been replaced with a tiny email type window.

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2 hours ago, Brad Eden said:

Ticket function that sometimes dealt with serious issues has been replaced with a tiny email type window.

Clearly you don't appreciate iMessage as the defacto standard interface for business and technical communication. Must be a discerning gentleman of an Android guy. Like myself.

my little pony apple GIF

 

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22 hours ago, Luuuk said:

Already discussed:

 

Thank you. I don’t visit here too often. I did exchange some emails with Support and understand the change. I don’t like it, but it is what it is. I’m glad to see you can still access past Tickets via the “Support Window”.

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  • Management

We basically have email-based support now. Don't think of them as tickets but conversations 🙂

Much like if you email anyone else you would keep your own copy of the conversation in your email. I actually find it easier since I do not have to to a web site and email threads are how I communicate with every other person and company I interact with.

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3 hours ago, Charles said:

I actually find it easier since I do not have to to a web site and email threads are how I communicate with every other person and company I interact with

I agree. 

This is 100% the reason why my users requested reply by email for community interaction and personal messages, which I've raised to the team before.  I genuinely believe the activity on my site would explode on an order of magnitude higher if reply by email was introduced.  

Is this something that the team can re-consider?  

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