Forum Discussion

Shack's avatar
Shack
Icon for Advisor rankAdvisor
3 months ago

New Support Portal Suggestions

New Support Portal Suggestions

  • Can the default sort order display the most recent tickets at the top?  I do not need to see my oldest tickets at the top.
  • Can a few date columns be added?  Date Opened, Date Updated, Date Resolved  Then I want to be able to add them or hide them from my list view.
  • Can the ticket comments, correspondence and history be included in the email notification I receive when an update to a ticket has been made?
  • I think its important to be able to correspond to tickets via email.  Can we have that back?
  • For organizational tickets - I see a contact name field but in my portal they are all blank.  Will those be populated?
  • Kelemvor's avatar
    Kelemvor
    Icon for Expert rankExpert
    3 months ago

    I was just going to come look for a Feedback post about the new support portal because it really needs work.  I guess I can email my account rep, but I'll post here too.

    1. The chat no longer tells me where I am in the queue, like it used to.  When the AI bot transfers me to a person, it just says "Transferring" with some dots moving, but it looks like I'm stuck in limbo.  No indication I'm in a queue, no indication where in the queue I am , nothing.
    2. There is no long any Sound when someone chats with me.  Due to item 1, I can't sit there and stare at my screen for the next 2 hours, I have other things to do.  I need to have it play a sound, like it used to, so I know that someone has answered my chat.

    There are other things, but those are the two biggest problems that I see.

    I also agree that having the oldest tickets at the top is dumb and should be changed.

    I don't like how I have to "Share" an update to the ticket instead of Posting it or just typing and clicking OK.  It took me a while to figure out how to post a note asking for an update.

    Email notifications should always include what the latest notes were.  And yes, being able to reply to the email to update the ticket is nice.

    I absolutely *hate* when a company "upgrades" their system and removes the features that everyone relied on.

    • Kelemvor's avatar
      Kelemvor
      Icon for Expert rankExpert
      3 months ago

      Also, is it possible to open a ticket via email somehow?  Many time I want to type out a description, have screenshots, and lots of detail to explain a specific problem and doing that via Chat isn't appropriate.  I can't find a way to just create a ticket directly.

      • Kelemvor's avatar
        Kelemvor
        Icon for Expert rankExpert
        3 months ago

        This is also necessary so I can open a ticket without sitting on hold for an hour just to do so.  I need a form I can fill out but the link I found on the website goes to Zendesk and doesn't work.  *sigh*

  • Anonymous's avatar
    Anonymous
    3 months ago

    Just noticed something interesting/frustrating about the new portal: If you send text + a link (at the same time) in the chat, only the text gets logged to the ticket. The link does not get logged.

    If you send text + an attachment (at the same time) in the chat, only the attachment gets logged on the ticket. The text is lost.

    This appears to happen to both sides of the conversation. So if you are sending a URL or an attachment, send it by itself. Then send the explanatory/contextual text that goes with it. Otherwise, part of what you or the support person is saying will not be logged on the ticket. 

    Would love to hear if anyone else can reproduce this. I'll be attempting to verify next time i'm in the chat.

    • Müller_N's avatar
      Müller_N
      Icon for Neophyte rankNeophyte
      3 months ago

      Yeah for me links aren't working as well.
      Tried to copy paste a link to a resource in our portal and the chat splits it up at some character.
      The first half was then displayed with a page thumbnail/preview and the second half was pasted as raw text.
      Needed to put in quotation marks to make the link clickable/working again.

      Kind of funny.
      You cant tell me this has been tested properly.

      • Anonymous's avatar
        Anonymous
        3 months ago

        Kinda makes me wonder what sort of URL injection attack that thing is vulnerable to if it can't even take URLs properly.

  • Anonymous's avatar
    Anonymous
    3 months ago

    https://community.logicmonitor.com/discussions/product-discussions/anyone-else-getting-spammed-with-emails-this-morning/16637?topicRepliesSort=postTimeDesc

  • Dave_Lee's avatar
    Dave_Lee
    Icon for Advisor rankAdvisor
    2 months ago

    I've discussed with our CSM and submitted a list of feedback that's pretty much the same issues discussed here.  Not really clear if there are any plans to address any of this.

    I like that we can now paste images inline with text in the tickets, but otherwise the new portal seems like a significant backward step in usability 😔

  • DanB's avatar
    DanB
    Icon for Advisor rankAdvisor
    2 months ago

    Please go back to old site. Who thought this was a step forward should try using the site 1 day and see how bad it is.