Ticket History in the New System

[GatorDrewH]

We are ready to let customers view all of their tickets in the past, but we want to make sure that there are not any issues with this feature.

If you reply to this post with your email address, I will enable it on request so you can test it with us.

Thanks guys!

[wii]

I really need to see my history, but I wont post my mailaddress on a public forum, can I PM you instead ?

[regentronique]

GatorDrewH,

If we do submit our email address for the beta testing has required by you, i hope that you will keep an extra copy of our old tickets just in case of problems while beta testing your application!

[GatorDrewH]

@ Wii, yeah feel free to PM it to me or email me at drew@hostgator.com

Originally Posted by regentronique

GatorDrewH,

If we do submit our email address for the beta testing has required by you, i hope that you will keep an extra copy of our old tickets just in case of problems while beta testing your application!

There has been a lot of misinformation about what exactly is going on with the ticket history. Basically after all of the updates we have done in the past with kayako (over the last four years or so), the user table has taken a lot of abuse in regards to format.

So basically the table which is set to auto-increment, will simply increment by anywhere from 10 to 50 thousand for no apparent reason (back when kayako controlled it).

So we never "lost" tickets by any means, I've just disabled it from displaying them until we can make sure people won't get to see other people's tickets.

Though from the computer science perspective it feels unnecessary, from the business perspective it feels safer this way.

But to answer your question directly, there is no way you can lose tickets by doing this.

[twoolums]

Sent a PM

[ghpk]

I've a few suggestion for the new ticket system, it should be looked in by a developer to fix, sending you a PM shortly.

[wii]

I´m not impressed by this new system, I do see another customers tickets, and the system does not send me a mail when submitting a ticket. Why you haven´t tested this before going live is crazy, a good ticket system for a hosting company is extremely important.

[cleanxhost]

GatorDrewH you need a Gator avatar!!! vbmenu_register("postmenu_101127", true);

[GatorDrewH]

Originally Posted by wii

I´m not impressed by this new system, I do see another customers tickets, and the system does not send me a mail when submitting a ticket. Why you haven´t tested this before going live is crazy, a good ticket system for a hosting company is extremely important.

Well in regards to the ticket history, that is why we are testing it with a hand full of people. There are literally 6 (okay, more than a handful), of our customers testing it, and you are the first person that I recall who has run into a serious issue. This is why we test it.

[kmaw]

I like the colours... and the avatars...

I've submitted three tickets with the new system and only the latest one (from today) is showing up. The other two used to, but are no longer there.

[GatorDrewH]

Originally Posted by kmaw

I like the colours... and the avatars...

I've submitted three tickets with the new system and only the latest one (from today) is showing up. The other two used to, but are no longer there.

Okay I'll check that out now if you PM me your email address

[GatorDrewH]

Originally Posted by cleanxhost

GatorDrewH you need a Gator avatar!!! vbmenu_register("postmenu_101127", true);

I'm planning on making a custom one, but I've been too busy

[regentronique]

Originally Posted by GatorDrewH

Okay I'll check that out now if you PM me your email address

What about the 3 problems i reported to you in PM, i did not received any reply since yesterday?

1- Original ticket numbers are lost.
2- Truncated ticket subjects.
3- With multiple subjects, only the last one is kept, all others are lost.

[GatorDrewH]

Originally Posted by regentronique

What about the 3 problems i reported to you in PM, i did not received any reply since yesterday?

1- Original ticket numbers are lost.
2- Truncated ticket subjects.
3- With multiple subjects, only the last one is kept, all others are lost.

I've had a few too many PM's to go through them all honestly.

1] I'll have them display the old ticket numbers as well
2] They are intentionally truncated to fit the admin side, but we can make sure that doesn't happen customer side too.
3] I'll add it to the list of changes.

[rsd]

How about a date submitted field on the view all tickets screen. That would be helpful and also a sort by ticket ID.

[kmaw]

Last replier column similar to Kayako would be kinda cool too.

And what's the deal with 'on hold' = 'closed'?

[josey]

count me in.
Let me see my history

[josey]

I didn't leave my email to activate this feature. it's admin at developmomentum.com


thanks
Matt

[regentronique]

Response of 02-13-2008 10:14 PM :

Originally Posted by GatorDrewH

I've had a few too many PM's to go through them all honestly.

1] I'll have them display the old ticket numbers as well
2] They are intentionally truncated to fit the admin side, but we can make sure that doesn't happen customer side too.
3] I'll add it to the list of changes.

Hello!

It has been more than 4 weeks since my PM, for the features not working properly and not fixed in your new ticket system, with no changes. I sent you another PM 2 weeks ago, still with no answers.

You did not even interract with this forum for 4 weeks now. Are you working with us or not?

Meantime the new ticket system do not seem any faster than the older one, because yesterday and today tickets responses were also taking between 4 and 6 hours each time.