move3rd

What’s with the support ticket system? Every time I send an e-mail to support I get a reply with a ticket number and link to the page that holds correspondence for that ticket. Once I’ve clicked the link once it doesn’t work again. I just get an error saying invalid e-mail or ticket key.

Each e-mail reply also has an invalid link attached.

What is the point in even showing the link if it doesn’t work? It leaves me feeling like there is something wrong somewhere though I cannot figure out what. My e-mail and ticket key must be valid because it was created by the ticket system but still I cannot access the page.

I very much doubt this would be a problem with their ticket system because it has been like this for as long as I have been with surpass.

Why?

Is there any chance of either romoving these dead link, fixing the links so that they work or give me a reason for leaving it the way it is?

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Server: pass58

Rai

Well, I don't think it's really that big of a deal that there is a broken link there... but I don't use those emails for anything other then getting the Tickey ID/Key, and then I use them at http://desk.surpasshosting.com to login to manage my tickets.

So I don't have an answer to your questions, I'm sure it's just an error in the system that isn't of high enough importance to merit a lot of stress and brain power... I know I like Surpass working on keeping the servers running, over trying to figure out why the ticket system can't render a link properly...

But my point is, you can always use your ticket info and email to login to check the status of your tickets from http://desk.surpasshosting.com.

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move3rd

I totally agree with your point about priorities but after 18 months I would have thought someone could take a few minutes to have look at it. I really don’t think it would be that hard to just remove a link that doesn’t work anyway.

I know that it doesn’t really matter since I get replies by e-mail. It just bugs me. Why just leave an error for 18 months whether it’s important or not it is an error.

I just tried logging in with the ticket key that didn’t work either.

It's like clicking on a link in google and getting a 404 or time-out. Just annoying.

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Server: pass58

Rai

Well if you can't log in with the tickey key, that's something weird entirely on it's own... Unfortunately I'm not technically minded enough to be able to tell you what.

And I do agree, it is annoying.. but I don't tend to acknowledge the annoying things in life when I don't have too. Works out well for me.

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pbflash

move3rd---In the past 18 months, how many times have you reported this problem to support???? It's hard to fix a problem that they don't know about.

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Pass14
www.tqwebservices.com
www.autoappraisalsunlimited.com
www.clevelandlayne.com
Pass18
www.estateagency.com.au

Some people drink deeply from the fountain of knowledge. Others just gargle.

move3rd

I assumed they did know about it but just hadn’t fixed it. I also assumed that contacting them via e-mail over this issue really would be a waste of there time. That’s why I posted this thread here. I don’t contact support that often. I noticed this was still a problem when I contacted them two days ago.

Are you suggesting that it is worth contacting support and that they do not know about this problem or should we just go with Rai’s don’t ‘acknowledge the annoying things in life when I don't have too’?

If my memory serves me correctly I have mentioned this in a ticket I open regarding another matter though I could be wrong about that. I have no way of checking since I don’t have access to old tickets.

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Server: pass58

pbflash

You should never assume anything. It is very possible that they don't know about the problem, if no one ever reported it, how would they? I have never had to submit a help ticket but from previous experience, you can usually assign a severity level to a ticket. Submit a ticket of low priority about the problem and I'm sure they would address it.

__________________
Pass14
www.tqwebservices.com
www.autoappraisalsunlimited.com
www.clevelandlayne.com
Pass18
www.estateagency.com.au

Some people drink deeply from the fountain of knowledge. Others just gargle.

move3rd

I will do that....

Do you work for surpass?

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Server: pass58

Kayla

The problem is due to Kayako (the helpdesk program). The link works for some people, and for some it does not. Basically there is not much we can do right now until they upgrade the software, which they haven't perfected the link issue in about 3 updates over the past year.