Does the ticket system still function?

[ergophobe]

Unbelieveable service... unbelievably bad that is. I submitted a ticket a full week ago and it still hasn't even been assigned let alone answered. It's like they just get sucked down some black hole.

I even added two notes *begging* that they give some indication of what their backlog is, but nobody responded to that. There are even a few threads in the General Support forum from other people discussing this issue, but no Jag personnel has responded to those either.

My impression is that submitting a ticket is pointless.

As for hosting here, I have to say that if

1) you do not know how to do everything yourself

2) or you plan to set up any non-automated features

then I would host elsewhere.


Tom

[megmond]

Seems the ticket system(s) still give rise to mixed results. I myself have submitted two tickets in the last month or so (both after the takeover) and they both got answered within 24 hours.

You hear other people also complain about long waiting times, though some people apparently consider waiting for an hour a long time (for example, considering some threads have repeated updates of people asking why it takes so long, with the final message saying they have been waiting for over 12 hours).

Did you use the Aletia ticket system or the Jaguar one? The Jaguar one is supposed to be the one to use now, and you can find it at http://www.jaguarpc.net if you click on 'support' near the top of the page.

Perhaps you can post the text of your ticket (and its reference number) here to see if any forum readers have useful tips. After all, without you giving some idea of what the actual problem is there is nothing we forum users can do or recommend for you.

[ergophobe]

Megmond,

I used the Aletia ticket system. That's what my control panel sends me to. JAG asks users not to bog the system down by resubmitting tickets there. I'm trying to be unselfish and let the system work, but it doesn't seem to actually work (unless waiting two weeks for a "normal" priority ticket could be considered working).

It makes me think that the only way I can get support is to send in a ticket saying that the priority is Urgent and send it to the Jag system.



I just sent a message to Jag asking someone to please respond to this thread and another similar one. Hopefully if we can't get our tickets resolved, we can at least find out what's happening.

If I get a personal response instead of a response to the thread, I will post it ASAP.

Cheers all,

Tom

[JPC-Greg]

Please make sure you submit all new tickets in the Jaguar ticket system. I will have to change teh ticket link in the cp to reflect the jag ticket system url, I overlooked that link.

[ergophobe]

So ti wasn't my imagination - my ticket had gone down a black hole. I'm glad I finally contacted JAG.

Cheers,

Tom

[sgvsc]

All new tickets should be submitted via the Jaguar support system? Is that true? How was I supposed to know that? How do I get to it?

Cpanel still sends me to the Aletia support system and I have several tickets waiting.

In the meantime I've included all the information to solve the problem I've having in the ticket, but I cannot make the changes myself. Tickets T-52169 and T-52273 if anyone cares.....

Thanks.

[kiwi li]

https://jaguar.nocdirect.com/support...wonderdesk.cgi

It should be a link when you go through your aletia panel.. that's what I have... ^_^

Kiwi Li

[megmond]

ergophobe: Yes, it's good that you attempt not to bog down the system and did not resubmit initially (expecting the system to work as advertised). However, as you say it seems the Aletia ticket system was (and may still be) a black hole (or at least buggy?)

Glad to hear it worked out eventually though (and that another 'missing link' was solved).

Perhaps though, for those people who have bookmarked the Aletia ticket system directly, a 'redirect' can be set up for the old site, or at least a link to the Jaguar one displayed on it prominently? (edit) When I decided to have a look if the link had changed on my control panel, I saw this is actually what was done. Good!(/edit)

sgvsc: It was announced here on the forums in the Announcements & Notices forum in the thread: Sticky: support.

The announcements and notices forum is the most important one to read even if you skip all the others (assuming one is aware that these forums exist of course).

Kiwi Li: Apparently the link in the control panel was still pointing to the Aletia system a short while ago (see Jag's comment about updating it above).

[kiwi li]

Hm... it sent me over to the right place, since I had started my aletia ticket and then added to it on the 14th of september...

Note : All new tickets are being routed to the jaguarpc ticket system. You can create a new support tracking account at the login screen. Once entered into the system you can create new tickets, review old tickets, and call up closed tickets that get answered there.

Note : If you have an existing ticket in the Aletia system please continue to use that sytem for that ticket until it is resolved. Any new tickets should be placed in the Jaguar system though. Please do not open a new ticket at Jaguar for an existing ticket in Aletia. This will lead to multiple techs "walking on each other" as they try to resolve the duplicate ticket causing a delay in support.". Thank you

https://jaguar.nocdirect.com/support...wonderdesk.cgi

Maybe it just decided to let me through... ^_^ Or something...

[sgvsc]

My tickets were submitted on 9/10, the "announcement" to use the Jaguar system was made on 9/13. As Kiwi Li's post says above, we are not supposed to submit new Jaguar tickets if there is already an Aletia ticket. I think I will anyway since it has been more than a WEEK with NO RESPONSE!

I've been patient; I was patient month ago when Aletia was having problems; this is WORSE!

[ergophobe]

Personally, if the ticket has not been assigned and has no had response on the Aletia ticket system, I would close that ticket and open a new one in the Jag system.

In order to make things run more smoothly, I actually opened the Jag ticket and gave the ticket# of the Aletia ticket. I then got the Jag ticket reference# and added that to the Aletia ticket before closing it. That way if anyone ever does get to the Aletia ticket, they would know where to look for the followup.

This seems to be working fairly well for all parties.

Tom

[sgvsc]

Thanks, that is what I have done. I'm now back to waiting.....

[ergophobe]

Once I got into the Jag ticket system, things went fairly quickly for me even though I made an important typo in the domain name concerned. Ultimately I am satisfied.

Tom

[sgvsc]

Yeah! I submitted a ticket to the Jaguar system and it has been taken care of! I suggest anyone needing assistance do the same.

Thanks all for your input and help!