Ticket system, I cannot read my tickets

[dlrmartin]

Yesterday I sent a TT, I received my confirmation and never receive any advice when the TT was closed...
Today check my TT list and found it closed...
Try to read, and I cannot login with my mail and Ticket Key. In fact I couldnt read my answer

After that, sent another TT with this problem and I didnt receive confirmation nor answer...

Please, check TT system.
tnx!


Vortech support ticket number: QNT-40424

[admin]

We answered that ticket and you also replied and we answered you again.

[dlrmartin]

no brad,
I only receive a confirmation, as I explained above, I only sent you my trouble by mail...
But couldnt read your answers....

I sent you 2 TT and only receive only 1 confirmation of first, thats all...

My "reply" was from the confirmation telling that I cannot read answers...

In this confirmation you give me a link to read and reply tickets, I navigate to it and see tickets. I make a click over a TT and appears a screen with login info (e.mail and Ticket key). I complete this and say me "Error: Invalid email or ticket key"

[soky]

On the TT screen, open the TT frame in a new window, log in and all the display issues are resolved. I sent a suggestion for a solution... so it is a known issue.

As far as the email goes... that's Admin stuff.

[dlrmartin]

well. I tried link copy - paste instead of click from mail, and works....

I'm reading TT...

BTW will be good receive all confirmation and advice or yours anwers.
anyway, thanks.

[admin]

I thought it sent a reply to all answers in email as well let you read them on line. At least this how its worked in my tests..

[Brangwyn]

I thought it sent a reply to all answers in email as well let you read them on line. At least this how its worked in my tests..

It seems a little random at times, lately I've been getting responses for most of my tickets, but there was one a couple of days ago that didnt. I think the difference being whether the ticket was created by email or directly through the link in H-Sphere.

[dlrmartin]

May be. I ever open my TT by e-mail. Some times I received sent confirmation others time no.
I never received a TT answer advice.

[DJJ]

Just out of interest - what's the average response time for a 'priority normal' TT?

I submitted a request via TT over 24 hours ago. I have got an email confirming the TT was received, but no response.

I'm not trying to kick up a fuss here - just need to know if the average response time for a request is say 36 hours, then I'll know next time not to leave my request 'til the last minute, and forward plan so I don't get frustrated when I log in to HSphere and see that I don't have a response yet. I'm very happy with you guys, so please don't take this the wrong way.

[jmbeach]

DJJ, is it something maybe we here in the forum can help you with?

[DJJ]

Unfortunately no, but I'm grateful the offer. I've asked to have ASPNET user granted permissions, and an application setup in IIS for a subdomain. I was just wondering when I can start letting my impatience get the better of me...?

[Silverbug]

i dont think ive ever had a ticket thats taken longer than 24hours to get a reply to. Except for billing issues when its out of hours.

[DJJ]

Well don't I feel like a right w**nker. I submitted the TT in the wrong CP. After logging into my reseller account guess what I found... my TT's addressed to myself... bl**dy idiot.

My apologies Matrix staff... this is the first TT I have submitted and I sent it via an account CP, rather than my reseller CP. I hope you don't hurt yourself laughing at me. I reckon I should be elligible for a prize!

Doh!

[jmbeach]

Ah, haven't we all done that

Just a little hint - while many probably prefer to use the CP to send TT's, I always just send direct email - support@hsphere.cc - to get a question answered.

I've never lost a TT by doing it that way, plus for me it's faster than having to log into my account.

Oh, and another spot of wisdom is your prize today

[DJJ]

Thanks... now I don't feel quite as stoopid. I'll take your advice and send emails from now on. That way I will never confirm just how much of a doofus I am...