As a dedicated user of your software products, I appreciate the service your team offers through the public support forum. I'd like to propose a suggestion that could further enhance the user experience.
I believe implementing a ticketing system could be beneficial. This system would allow users like me to submit inquiries and track their status. It offers advantages such as:
Transparency: Users can monitor their inquiry's status, ensuring clarity on progress. Timely Updates: Automated notifications keep users informed as their inquiry evolves.
Numerous successful companies have embraced ticketing systems for improved customer satisfaction. If feasible, I suggest exploring the possibility of integrating such a system into your support infrastructure.
Currently, I receive a case number via email. While this helps to track the conversation via email, it lacks a centralized way to log in and monitor the progress and status of the case.
I will raise this, but currently we use a single system for both bug reports and development work, and I doubt we want to make all of this information public. Simply providing access to specific cases on a case by case basis gets complex to manage.
We do aim to update all forum threads when we release a fix, and you can always contact support for an update on any specific case or general bug.
Ticketing System for Support
Posted - Aug 23 2023 : 10:13:26 AM
