Marc Haywood
15 JAN 2010 13:24:52

Interesting idea, and technically possible I suppose but we would have to apply for consent on a ticket by ticket basis, and I can't imagine that feature being used with any frequency if I'm being realistic, the problem being that if people wanted the conversation to be publicly viewable they'd have asked for help in the forum in the first place. As you can see it's not something people seem to be comfortable with just yet.

However I can see us in the near future encouraging users to consider posting their issue in the forum instead of the clients area if they think it may benefit others. As you're probably aware support forums are where many issues are resolved in this industry and I think we're definitely looking at ways to get ours moving. In fact if you have any suggestions... ;-)

Marc Haywood [mod]
02 FEB 2012 10:05:37

Bit of a blast from the past, but there have been some efforts in this area which I thought I'd quickly go through.

Until recently, the only tickets the user could see at tmsinsight.com were their own tickets, without exception. As above, some of you guys noticed it might be quite useful if this policy was a bit more relaxed, so we've made some changes.

First of all, we've now made it easy for a ticket to be viewable to everybody in your organisation, if you choose. There are occasionally times when things are slowed down if only one contact can see our advice or instructions so now the user need only tick the appropriate box and the ticket will be opened up to everybody, and it will stay that way even when the ticket is resolved so everybody can still reference it. (For the time being we've only been able to make this available to Premium contract holders but we will work hard to rectify this for the future).

Secondly, we've created a brand new support ticket archive. Once your ticket has been resolved you will now be asked if you would like to submit your ticket to the archive, and if you chose to do this, we will go through and remove any references to you and your company etc. and post the ticket online in a special forum category for the benefit of our other users. Additionally when our users are requesting a support ticket in the future and our system thinks their problem has been addressed before they will be given the option to review the appropriate tickets in the archive. All being well this should start to offer instant answers to your queries when the archive begins to build up.

So there you have it, one or two improvements to the support process here which we think you will enjoy. Let me know if you have any questions!

Last edited on 09/02/2012 12:03:26 by Moderator.

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