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Questions about support

Started 2 years ago by xdimension
5 posts in this topic
Latest reply from metaloop

xdimension

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Member

Hello,

I'm currently using Trellis helpdesk, still in trial though, and now I'm considering to continue using Trellis with purchasing support plan. Actually I'm pretty satisfied with Trellis but there are some issues that may push me to find another solution if it can't be resolved:

1. When a ticket being replied via email, the ticket's content is changed to uppercase.
2. Sometimes when a ticket being replied, the system creates another new ticket.
3. There's a case when I close a ticket it's like bouncing back and creating a new ticket with subject: Subject: YOUR EMAIL REQUIRES VERIFICATION...
4. Some users reported that they cannot send a ticket, I too have seen a ticket is submitted to the system but it's not sent to our email.

I believe that Trellis is a good script, the problems above might be a little glitch or maybe I made a mistake in the setup. My question is if I purchase the support plan, could Trellis team guarantee me that all those problems can be resolved?

Thanks in advance.

Posted 2 years ago #
DJ

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Project Lead, Trellis Desk

1) This is a bug with PHP. However, our new email parser uses different methods that should resolve this issue.

2) This is based on criteria that Trellis Desk is looking for in the email subject. You can adjust these settings in the ACP.

3) Hmm... sounds like the email address you are sending to has some sort of spam protection enabled and is alerting the sender (Trellis Desk) by email. Therefore Trellis Desk thinks it is a new email and creates a new ticket.

4) Can you elaborate on this? The ticket is created but just not sending out email notifications?

With a support plan, we will do our best to resolve all your problems. Based on your post, it is likely that we can get and #1 and #2 resolve. #3 sounds like it is out of our hands, and #4 I'll need more information.

Posted 2 years ago #
xdimension

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Member

Thanks for your reply.
I have purchased support plan and submit a ticket for these issues.

Posted 2 years ago #
xdimension

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Member

Just want to let everyone know, my issues have been resolved when I upgrade to v1.0.1 (I had been on v1.0 and I thought v1.0.1 is a minor release so I didn't upgrade). Also, DJ is really helpful person, he answered my ticket promptly and provided complete information. Thanks to DJ and Accord5 Team.

Posted 2 years ago #
metaloop

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Member

Thanks for the update, xdimension! I agree, the developers are very helpful!

Posted 2 years ago #

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