Best answer by JimMView original
Re: Open a support ticket - a direct link
today i try access to my history data ( very old ) , but can not view their . Also becuase when support answer me , i can not view answers at my Email , i loss their . Today i sent 3 tickets for support , but when i view my panel : i was awestricken .
Already have an account? Login
Login to the community
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
I think I understand. Let me explain.
When I access my support ticket account(i.e. when I try to open a support ticket) there is option to write a response or a new problem. The webpage also has some of my old conversations with the support team. But not the older ones. The number of conversations that fit to that page only seems to be visible. No way to see my older conversations which could be useful for reference when opening new tickets.
Now the only other way I can see the conversations or more precisely the replies from support team is to find the old email notifications from the team that says a new reply has been posted. But when those emails do not contain the contents of the reply. Only the notification.
I believe durantash is asking for implementing a way to see older or the oldest conversations with the support team in the support account.
Like Petr I can also confirm that some of the oldest conversations with the support team from 2 years ago are not available to me in the support ticket webpage. The email notifications don't come with any response contents. So no way to get those conversations back. I believe this is what durantash talking about.
I don't suppose you have something towards the bottom of the page that says "Show more of this conversation," do you?
Going back that far, it's very likely that most of the messages sent by support will start to lose relevance over time. When SecureAnywhere first launched, many of the buttons were in different places, and the user interface was quite different. Instructions sent by support to do something in an old version of the interface would not be as descriptive as resubmitting the question and receiving a new answer.
Nevertheless, it makes sense that you would want to see the full history. If you can confirm that there is no option to do so, it's something we could bring up with support.
For the time being, we can send you your old conversation history manually if you request it via the support system.
In the future, we are hoping to make some improvements to the system in other ways as well - for instance, separate tickets for separate cases rather than one long conversation.
It's hard to say exactly when these changes will go into effect, but they are being developed.