eUKhost Helpdesk :: Support Center

[sprint66]

I don't think this works very well. If I log in and create a new ticket, it goes straight to the closed ticket list, with a status of 'deleted/merged'. I just raised a ticket for something and got this (HRZ-59031-66. I don't get an email notification of it either. There also might be the chance that you don't even get notified, as last time I raised a ticket I had to follow it up via chat and email to get it fixed. Also emails that were sent in response to the ticket where not logged in the eUKhost Helpdesk :: Support Center under the relavent ticket, which IMHO they should be. I spoke to a guy about this on chat, and he just said thats the way it works, but I don't think its ideal. Please can you check out my ticket, and look into this issue asap.

Chris

[sprint66]

My mistake, I did get an email, but the email did not contain the ticket key. Another thing, some responses were logged on the website hosting, but I didn't get an email, so I didn't notice them (which is the opposite of the problem above). I really think the system of support emails, and the online ticket statuses should be linked together..

[Eidolon]

I tend to use the email support as it appears to generate a ticket of sorts. As for the 'support tickets' facility within the members area I don't think it works, or atleast it doesn't appear to.

[sprint66]

Well this is seems to be what I am seeing too. If it doesn't work, it shouldn't be there..

[eUKhost.com]

For some unknown reason our helpdesk ( cerberus ) considered your ticket as spam and we have post-parser rule to change status of tickets above 99% spam probability to deleted.

As of now I have changed status of your ticket to open and one of our system admins has started working on it. Please allow some time for us to reply to your ticket as the work load has been more today and some of our staff members are not in best of health.

[sprint66]

Is it deleting everyone's tickets, or just mine? Tickets generated by your support system shouldn't get filtered for spam anyway surely??

My ticket isn't *too* urgent, what's more urgent is that no-one else's tickets are deleted.

[eUKhost.com]

One more thing to add. I have whitelisted your email address in our helpdesk so there wont be similar problem in future.

it deleted only your ticket as you had a URL in the subject field. Spam rules keep on updating their intelligence so now when I have updated the rules to accept any emails or tickets from your address so you wont have such problem again in future.

[sprint66]

Ah ok, the ticket gets to you as appearing to come from my email address? Thanks for adding me to the whitelist. Maybe you could make your ticket system send emails with something added to the subject which you could look for and always allow through?

I have received a reply to my ticket, but the contents of the reply email are logged in the support ticket on the support website hosting. It would be great if they could be, as it would help me keep track of communication.

[sprint66]

And also, if I then reply to that email, I get another back containing the "Thank you for contacting us at eukhost.com. You will soon receive a status update from our technical support department regarding your question/problem. " message, which obviously isn't appropriate. The system just doesn't really 'work'..

[eUKhost.com]

I am lil confused.

You mean to say that the content of reply should come to your mailbox or it should not come ?

I apologise for not understanding what you have mentioned.

[eUKhost.com]

I will take a look at it later tonight. Not sure whats wrong with the support desk. We have recently upgraded our cerberus helpdesk so I'll need to see if we have any wrong settings in it.

[sprint66]

Originally Posted by eukhost.com

I am lil confused.

You mean to say that the content of reply should come to your mailbox or it should not come ?

I apologise for not understanding what you have mentioned.

Thats ok, i mean it should come through as an email, but also be logged against the ticket.

[eUKhost.com]

Thanks for the explanation.

I will work on this later tonight.

[sprint66]

I would have thought Cerberus can do this.

Anyone else agree with what I am seeing?

[sprint66]

I know you have been busy recently, but any progress on this?

[eUKhost.com]

I used couple of different email accounts to open tickets through helpdesk and the response that I sent from helpdesk came to my respective mailboxes.

Please try it with some other email you may have as no other customer complained so far that they were not getting our replies through email.

[sprint66]

So you created a ticket using helpdesk, then you used helpdesk to reply to your own ticket, and your response resulted in an email being sent, as well as being logged against your ticket?

[sprint66]

Attached is the ticket as raised in helpdesk. Also attached is the email i got as the reponse, which was fine, only it didn't end up attached to the ticket in helpdesk.

Also in order to reply to the reply, I have to reply to the email, which causes an " Thank you for contacting us at eukhost.com. You will soon receive a status update from our technical support department regarding your question/problem." email to come back to me.

If your reply was logged under the ticket, I could use helpdesk to reply, which would work much better.

[sprint66]

Do you understand the problem yet?

[eUKhost.com]

Ohh.

You mean to say that the matter you posted should also come alongwith the reply. I dont see any such feature in Cerberus which sends previous communication as well in the reply.

This is the latest version of Cerberus and this option has not been included in this version. If you provide us with your password when you open a ticket then its incorrect to have that password go alongwith our reply.