Last year we introduced a new idea to our support portal to allow a community based support system. Over the past year, we've not really notice it get used too much - we're hoping it might just be that our services just work flawlessly and there's never an issue - although we know nothing can be perfect no matter how hard we try, and we felt that it might be that it could be putting users off as everything is public on the website.
On Saturday 24th Novemember, we plan on on performing scheduled maintenance to update our support portal. This will have a number of changes.
First of all, the upgrade will remove the community based support. The first change you will notice is the support button will be changed from "View Support Tickets" to "Raise New Support Ticket". This will take you to the form to raise a new support ticket. Any support tickets you raise will now be private. They cannot be accessed via the website either by yourself or anyone else, and only we will see them in order to provide support.
We're also changing how you can reply or update a support ticket that has been raised. When you raise a support ticket, or when we update, or send you a message about your support ticket, you will receive an email from [email protected] You'll be able to reply to the notification email, and your email will be automatically added to your ticket and we will be notified of your update.
We hope that these changes will make people feel more comfortable with using our support portal to raise any questions or queries you might have. Feature request and bug tracker remains open so every one can see what feature requests or issues have already been raised to avoid creating any duplicates.
We may look into adding a community based support system at some point in the future, although most likely would be separate to our support portal.
If you have any questions or have an idea on how you think we can improve our support, then please get in touch with us by emailing us [email protected]