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Support tickets?

Thread began 4/05/2010 2:28 pm by johnffrench314542 | Last modified 4/16/2010 1:41 pm by Jimmy Wu | 327 views | 4 replies |

johnffrench314542

Support tickets?

In the past I have used your support ticket system to get specific help but cannot now see how to raise a ticket. Everything keeps leading me to the forums, which is not what I want when I am paying large amounts of money for your products. How do I raise a support ticket for a problem I have please, and/or what is the UK phone number for support, which I have used in the past but cannot now find?

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Jimmy Wu

Our support policy now is that if you have an issue, you post in the forums first, and if necessary, a support ticket will be opened for you. This way if its an issue is resolved the resolution may benefit other users that may have the same or similar questions.

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jon_upton

But Jimmy

You don't appear to post back solutions when they have gone to ticket and subsequently been resolved

regards

Jon

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yogastudents362523

Originally Said By: jon_upton
  You don't appear to post back solutions when they have gone to ticket and subsequently been resolved
regards
Jon  



Yup. I hit really lucky. Had a problem in Universal Email, and came to check the forums. A user had had my problem ... it had gone to ticket support ... and been resolved there and in private.

Could have been the end of it ... but ... luckily for me (and everyone else who looked at that thread) the USER came back and posted details of the resolution.
http://www.webassist.com/forums/showthread.php?t=11662

I left a post thanking him. Couple of others did, too. Probably, next time he has an issue that goes to ticketing, he will remember to post back again. Just so he gets some thanks.

Hopefully ... I'll remember to emulate him if I ever have a problem that goes to ticketing.

Bye now.

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Jimmy Wu

Originally Said By: jon_upton
  You don't appear to post back solutions when they have gone to ticket and subsequently been resolved

regards

Jon  



The reason for this is that in a lot of cases, the users will not respond once they got their issue working. Some of the other times, the user will post saying they got it resolved, but not say what they did to get it working. If we resolved it and know what the resolution is, we will post it onto the forum.

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