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Charles
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Support Responses

Just a quick note on support response times for those not on a guaranteed SLA:

We recognize and apologize for the recent slower than normal response times to support tickets. The release of IP.Board 2.2.0 is causing a huge increase in volume.

The influx of new tickets is starting to calm down and things should be returning to normal soon.

To speed resolution for your support tickets please be sure to include your login information in your original ticket. If you do not, the tech support team is forced to move on to another ticket which slows down the whole process.

Thanks for your understanding! We're working on catching up now.

As an example: from the date of this post, in the last 24 hours the tech support team has sent out 731 replies.

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Charles,

While I personally did not have to use support (recently), I've seen many instances recently where someone has. Obviously, it's usually the ones that don't have all the correct information in the ticket that get noticed (in the forum.)


I would like to commend you and the staff for the way you have been handling tickets. You guys are really working hard to do what you can for your customers, and I appreciate that. The posts that get complaints in the forum are responded to quickly and professionally, and from what I've seen there is always a follow up.

This reflects very well upon you and the staff. I appreciate the hard work you have put into this product, and the way you handle your support requests.

Well done!

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I had an issue with my blog that was resolved extremely fast. I have been very pleased with my support.I am also friends with other administrators and they said they used support for upgrading and were very pleased and surprised with the fast response time.So, keep up the good work.Myr

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I too must comment on this in the fact that even during the influx period, I was still able to get a response within about 15-20 minutes, which is very good, even during such a busy time, so I commend IPS for their excellent work on this! :)

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I have had a ticket open with no responce for 8 days now. It's status is 'FAO: Lindy' should I send him a PM or EMail? 8 days seems like a long time

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[quote name='Tom Jaworowski' date='Dec 18 2006, 03:39 PM']Charles can you talk to Lindy because when I get tickets assigned to him I usually have to wait 8 to 10 days for a reply back.

as I've asked before, PM me your ticket number - I still have no clue what you're referring to. :)

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Therefor the workaround might be that you first add your issue description, THEN add the login information, as a separate addon to the ticket. That way (I believe) it can avoided that critical info is being included in the automatic email sendout, and also being broadcasted on the internet.

To speed resolution for your support tickets please be sure to include your login information in your original ticket.

Hmmm, I discovered that this isn't a good idea, in that that the ticket text is sent in the email acknowledging that the ticket has been received by IPS. Sending the login information in an email is never a good thing <_<

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[quote name='arcticblue' date='Dec 18 2006, 04:35 PM']Hmmm, I discovered that this isn't a good idea, in that that the ticket text is sent in the email acknowledging that the ticket has been received by IPS. Sending the login information in an email is never a good thing <_<
Therefor the workaround might be that you first add your issue description, THEN add the login information, as a separate addon to the ticket. That way (I believe) it can avoided that critical info is being included in the automatic email sendout, and also being broadcasted on the internet.
There is a section in your license where you can enter all of this information and save it there - that way IPS can refer to it each time you submit a ticket, and you're not giving away your sensitive information in emails. Not only that, but you save yourself and IPS time by actually getting to the problem faster by actually having the information they need ready at-hand instead of waiting for you to post it. There, problem solved. :)

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Is the area in the client centre for storing your forum/ftp login info used? I've filled in it all apart from ftp password (which i would fill in if i were going to request any help...).

That would be the preferred way fro storing the data, no?

[edit - Brandon beat me to it, i really need to refresh before posting in tabs that i opened 15 min ago :D ]

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[quote name='Bøb' date='Dec 18 2006, 06:24 PM']Is the area in the client centre for storing your forum/ftp login info used? I've filled in it all apart from ftp password (which i would fill in if i were going to request any help...).

That would be the preferred way fro storing the data, no?

[edit - Brandon beat me to it, i really need to refresh before posting in tabs that i opened 15 min ago :D ]

Yep, it is recommended to add it into there.

And be sure to select the correct package when submitting the ticket, as well. So we have the correct information attached to the correct ticket.

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[quote name='Keith J. Kacin' date='Dec 19 2006, 03:26 PM'][quote name='Bøb' date='Dec 18 2006, 06:24 PM']Is the area in the client centre for storing your forum/ftp login info used? I've filled in it all apart from ftp password (which i would fill in if i were going to request any help...).

That would be the preferred way fro storing the data, no?

[edit - Brandon beat me to it, i really need to refresh before posting in tabs that i opened 15 min ago :D ]

Yep, it is recommended to add it into there.

And be sure to select the correct package when submitting the ticket, as well. So we have the correct information attached to the correct ticket.

Thus a generic comments field would suit most needs.

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[quote name='arcticblue' date='Dec 20 2006, 12:58 AM']Fair enough. It might be a good idea to also add a comments field as I wanted to add some additional information in regards to the login procedure.
Thus a generic comments field would suit most needs.
I agree, this is a field that is definitely needed - a general comment field of any special comments, procedures, etc. that IPS may need to know about.

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