Do you miss the OLD Ticket Support System?

[Firmsol]

I have been a mostly happy Vortech customer for over 2 years.

However, I am sort of disappointed with some of the recent changes.
I would like to know what other customers think...

I was surprised, and disappointed to see
the complete ticket system just disappear!

It was nice to have a semi-live status page,
where we could submit, update and close tickets,
all in one convenient place.

Then, one day, without any notice, the system was stripped
down to an e-mail only system, without letting us know.
(your customers like to be kept abreast of big changes )

I for one, would really like to see the old system
put back in place, or a new system, similar to that one reinstated...

Thank you for listening

[Brangwyn]

Then, one day, without any notice, the system was stripped
down to an e-mail only system, without letting us know.

I view and close them via my control panel personally but then I presume you don't have that option ?

[admin]

Firmsol, Its not that we wanted to take something away from you. But think about what we had to deal with, we had to check tickets in 2 places making it a lot more work on us. Since more 60% of our customers or more are in H-Sphere so to make our life easier and to be able to answer tickets faster we moved every thing to one ticket system since there is no way to remove the ticket system from H-Sphere..

[Vixen]

Originally posted by Firmsol


Then, one day, without any notice, the system was stripped
down to an e-mail only system, without letting us know.
(your customers like to be kept abreast of big changes )

Actually, Admin did post on the board to let everyone know that we would be no longer utilizing the DeskPro system. If I am not mistaken he did so 1-2 weeks in advance of the switch.

[Garreg]

I don't miss it. In fact having 'two' was a bit confusing..... I find using the built in TT system of H-Sphere far better (even though it seems to fail to send automated acknowledgements of a submission lately )
It's all about personal preference - but having it all in one place suits me.

[electricfox]

Actually, I think that may have been the confusion in the first place. I for one was not away of any "front end" to the new ticket system, and just assumed that I could not edit my tickets once they are submitted or close them myself if I needed to. Are you saying then that when I submit a ticket it pops up in my admin control panel?

You can submit everything from your ticket center in hsphere, yes, it actually helps us as well, as it automatically has the login info submitted, but that does not mean we don't need details to answer the ticket

[Firmsol]

Brangwyn: Are you referring to the tickets that you hnadle for your reseller account?

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admin/ Vortech Inc. Owner:

I understand that you wanted to streamline things into one system, what I'm saying is, there used to be a page where users could see tickets, submit tickets and update and close them as well. Now, there's no longer a central place for me to see what's going on with the tickets, it was helpful to see all tickets in one place, and in that webpage format. Now I have to look at my e-mails to try and keep abreast of everything, and it's time consuming.

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Vixen:

Not everyone uses reads these boards on a daily basis,
especially clients who don't have time for that.

The reason I started using these boards more actively,
is to keep better informed.

A simple heads-up e-mail from Vortech would have been a lot of help

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Garreg: Yes, having things all in one central place is the best way to go, but what I was saying was, I liked the system, that operated outside of the CP.

[Craig_Smith]

I can see your point, I was fighting for the old system down to the wire, ask Brad, but I was convinced after about the 10th time the thing locked up and in one fell swoop we had 3 days worth of tickets come in at once and we all were sitting here till 3AM catching them up.
This is something we haven't had a problem with the new system. So in that respect even though it may not be as convenient in its layout, the end result is a faster response time and less problems for everyone.

[Firmsol]

Agreed and understood


Thanks!

[Brangwyn]

Brangwyn: Are you referring to the tickets that you hnadle for your reseller account?

I'm talking about the tickets I have to submit to Vortech to get things done/fixed yes.

I guess part of the problem is many people probably have never tried hitting "home" on the first H-Sphere signin screen (the one where you normally click the logon to control panel icon to take you to your reseller control panel). The ticket system is available from there if you do (vortech/reseller) tickets, once your inside the reseller control panel the ticket centre is (reseller/your customer) level.

[Firmsol]

Yes, actually, I didn't check that home button out
until after months on the reseller program,
as I was always rushing to open the Admin CP

Regards