Issue with your support center

[dnicol]

Recently I have been unable to open a ticket up with support through the members center. Our support is up to date and I click the link which opens the form for me to fill out, however after filling it out and hitting submit it just takes me the to submit a ticket screen and my ticket is not open.

I opened a ticket up under your Documentation queue ID YSJ-193683 with more details.

[Jamie Edwards]

Hi dnicol,

I am sorry you are having problems here - this has been reported by another user but I and the majority cannot duplicate it. I have moved your ticket to support - I also recommend you try submitting a ticket to support again describing the issue you had.

[CallKeyCharlie]

Hi,

Also had this problem, gave up in the end and emailed sales, who then very kindly passed it on to support for me!

[netFusion]

Originally Posted by CallKeyCharlie

Hi,

Also had this problem, gave up in the end and emailed sales, who then very kindly passed it on to support for me!

Same here. I couldn't get it to work through the members area, so I contacted Sales and they forwarded my ticket to support. It's happened to me a couple of times.

Eddie

[Siora]

This happens to me all the time. Even though I own a license it says that I do not have credits to submit to support so I submit tickets to sales and they forward it for me.

[craigbrass]

Well are you sure you have an ACTIVE support / upgrades agreement in the client area? I am not sure but maybe they link the client area and support area together (sounds like that from Siora's last post).

[Jamie Edwards]

Originally Posted by Siora

This happens to me all the time. Even though I own a license it says that I do not have credits to submit to support so I submit tickets to sales and they forward it for me.

Hi Siora,

Please e-mail me with your client e-mail address and I'll look into it for you.

[Siora]

Originally Posted by Jamie Edwards

Hi Siora,

Please e-mail me with your client e-mail address and I'll look into it for you.

Email sent.

[Siora]

Originally Posted by craigbrass

Well are you sure you have an ACTIVE support / upgrades agreement in the client area? I am not sure but maybe they link the client area and support area together (sounds like that from Siora's last post).

This could be the case...my partner purchased the license and used his name/email I guess but I am the one getting the support. Maybe this needs to be adjusted.

[netFusion]

Originally Posted by craigbrass

Well are you sure you have an ACTIVE support / upgrades agreement in the client area? I am not sure but maybe they link the client area and support area together (sounds like that from Siora's last post).

Yes, they are tied together. If you are not paid up on the support fee, the link on the members area Support tab tells you to purchase support rather than going to the page to submit a ticket.

It gets past that point and links you to the submit ticket screen where you fill in all of the information for the ticket. Then when you click on the button to submit the ticket, it just keeps reloading the ticket entry screen and never actually submits it.

And yes, all blanks are filled in...