Ticket Response

[lanesharon]

I have input a ticket through the facility on this website. When I went back to check on it, I was told it did not exist. I input another ticket, then went back today and input my email addie and the ticket# given when I submitted it. Once again, it said it did not exist.

Am I doing something wrong or going to the wrong place? I went here to submit:
https://service.page-zone.com/esuppo...kets&_m=submit

Here to check on the status:
https://service.page-zone.com/esuppo...ickets&_m=view

I put in the number which is in the format AAA-11111. I put in the hyphen. Please let me know if I am doing something wrong, because I really need the problem fixed.

[lanesharon]

Okay, I finally got it to work. There is a ticket number (you get that as soon as you submit) and a ticket key. In order to check the status of your submission, you have to input your email addie and tickety KEY, not number. That was my first problem.

The second problem was my PZ mailboxes. I had used PZ hosted email accounts on the last ticket submissions. I never got an email, but I have been having problems with those accounts. I used my Yahoo spam filitering account for this one. I got the email and then I totally understood why things were not working for me in the previous submission. Key, not number....

[stratplan]

maybe the "key" procedure was what was causing a lot of help desk ticket grief before.

I was wondering if maybe the help desk procedure may be broken, since so many don't get responses as quick as I used to.

I haven't submitted a help desk ticket in quite awhile, so can't judge if it is slower, but ones I have submitted in past were lightning fast, ever for low priority.

[lanesharon]

I was just writing to Jim to let him know what happened. It may help him to troubleshoot the system and it may answer why some people are having problems, and some aren't. The existing problems may have something to do with the email account you use to submit. For those of you having problems, try the email addie where you get your PZ bills. If that works, then we may have figured this all out.

I have decided to bump up to the next level anyway, so the ticket submission is now mute. After giving it some additional thought, while waiting for a ticket response, I decided going to the next level is the correct way to go. So, I guess it all worked out well for me.

[page-zone user]

Originally posted by stratplan
maybe the "key" procedure was what was causing a lot of help desk ticket grief before.

I was wondering if maybe the help desk procedure may be broken, since so many don't get responses as quick as I used to.

I haven't submitted a help desk ticket in quite awhile, so can't judge if it is slower, but ones I have submitted in past were lightning fast, ever for low priority.

Just to be clear on this. This was not the reason that I did not get a response to a ticket for nearly 6 days. I followed the procedure properly and the system was working.