New Ticket System

[JPC-Greg]

We've begun using a new custom in house ticket system. You can reach the ticket system by going to the links on our site or clicking the support section in your client login area.

Please report any bugs to us via email or these forums.

[Joshua Clinard]

Might want to mention that you now have to login with the details that you use to access the client section, instead of the previous login details. Also, can you make the login page integrate with the new layout? I found if rather odd that it does not.

[JPC-Greg]

It does, in fact its just a secodary page. You can login at any of the client login prompts on our site. Once in your client area you wil see the support section below your details on the main page.

[Joshua Clinard]

I see. The client section is another area of the site that could benefit from a few pixels of margin space around the the tables and the edges of the login bar. Also, there needs to be some space between the table borders and the text. See my last reply to the web site feedback thread for more info in case you missed it.

Even 5 px would work, since you don't have much space to work with,

[iohannis]

My login to the clients area suddenly stopped working. Since I cannot open a ticket, I am posting here. If anyone at Support reads this, please PM me or email support@ceraprima.com.

Thanks,
Carl-Johan
Cera Prima

[Dab]

Suggestion,preferences, comments


1. No back button once you have gone in to check a message, written a new one. You have to go back to "Main" page from the side menu. Perhaps just lazy or needing to get used to a different way of doing things.

2. I like the reintroduction of the priority system. Just hope that it doesn't get abused again so that Jaguar deletes that option again.

3. The new method precludes a useful feature of the old system for resellers. That is the ability to have separate logins for different staff members. Probably not a big issue, but it had its benefits.

4. I find the Open Ticket display a bit cramped and hard to read, especially when you are in a hurry. You get the feeling that it is a bit cramped.

Okay, that's it for now. Just a few, mainly critical, comments, but offered as helpful comments.

Dab

[XtremeCarAudio]

I love it, 1000000000000000000000000% better than the old one


great job

[Vin DSL]

Originally posted by XtremeCarAudio
I love it, 1000000000000000000000000% better than the old one


great job

Hear, hear!

[awolfe_ii]

I wanted to see some old ticket text (basically -- how did I ask Jag to set up my server)...

How can I get my ticket history for old stuff?

[FishLab]

It would be great if we will able to add attachments to the tickets.

Right now I have a screenshot from my customer with long error message an need to type it manually instead attach the screenshot. Also if other documents like txt files will can be attached it will be helpfull for us and support staff as I think.

Thanks for attention.

[Raven]

EDIT> Login problem solved, my fault.

Suggestions:
- add a link to the support ticket system in the cpanel again
- set a background color for the page so its not the browsers default background color gray

[nrabinowitz]

I just used the system for the first time, and have a couple comments:

- As far as I can tell, there's no error message for incorrect login. When I was initially trying to log in, I kept going back to the login page, as if I had hit reload - I wasn't sure if the system was even up. As it happened, it appears that I was using an incorrect password - an error message here would improve the interface considerably.

- When I went to change my password within the system, I was shown my existing password in plain text. I'd much prefer this to follow common standards for updating a password on the web: 1) Enter existing password: [password field, not text], 2) Enter new password: [password field], 3) Confirm: [password field]. This doesn't add any computer security, but it does add *physical* security - someone looking over your shoulder, or coming to your machine as you step out, can't see or change your password.

otherwise, looks great - big improvement.

[|oR|Greg]

I cannot login to it, and I need SERIOUS help with my acquiring my 8-26-03 backup!!

[woodp]

Jag,

Thanks you for making the "problem" box larger. The old system was way too small to post any meaningful description of the problem ...

However, I'm very confused now ... I host four domains and park two others. For one domain, I log on using my USERID while a second domain requires the Domain Name. I still haven't figured out how to log on to domains three and four.

How do I create consistency? Or better yet, how can I merge all four domains under one account?

Phil

[jason]

When they first set up the client area they used your CP username as the login. That's the case for me. Then, somewhere along the way they switched to full domain names. Generally, though, if you sign up for a second account, it just gets added to the existing login in the client area (unless they don't realize that you are an existing client). To submit a ticket for a domain that doesn't have its own login, check the "Domain Name" drop down on the submit ticket form. Also, pointers and multi-hosted domains are not considered accounts in and of themselves, so if you need support for them, file it under the main domain on which they are hosted--they don't get their own logins.

--Jason