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?
Shack
Posted 2 years ago·Last reply 2 years ago
9 comments
Dave Lee
·2 years agoI'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 😔
LM User
·2 years agoJust 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
·2 years agoYeah 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.
LM User
·2 years agoKinda makes me wonder what sort of URL injection attack that thing is vulnerable to if it can't even take URLs properly.
LM User
·2 years agohttps://community.logicmonitor.com/discussions/product-discussions/anyone-else-getting-spammed-with-emails-this-morning/16637?topicRepliesSort=postTimeDesc
Kel L
·2 years agoI 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.
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.
Kel L
·2 years agoAlso, 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.
Kel L
·2 years agoThis 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*