anonymous support

T

TrueBlue

Perch
Hello,

I signed up for the anonymous support a few months ago.
I had a customer create a ticket today and it came in from the old support system. I looked at my admin control panel and it is setup correctly. I created a ticket and got the following response...

"Your Client has send ticket from control panel and control panel is ticket are not coming in Anonymous Support. So, ticket was not come in Anonymous Support."

How is this my problem?
 
Kindly create a ticket and send us your reseller account name details we shall check it out. and reply you
 
we have send the reply to you in the ticket.

and mentioned the link from where your client needs to submit tickets so that it will come to your anonymous support queue.
 
I guess I am confused since the control panel has a place to select an alternate support system and I have. Why does it not work when a customer uses the control panel to create a ticket? Is this perhaps something that has been fixed in the 10+ patches that have been released since our version? I also noticed that PSoft is no longer going to support our version after 07/01/07.
 
Did you have "HT Support Selector" enable in your plans earlier?
If it was always enabled can you let me know the plans for which customers arent able to visit helpdesk from their control panel.
 
No one ever told me that I was supposed to enable this in our plans. It would be nice if your other representatives knew this as well.
 
They do know, however they may have not checked your user's plan that is having this issue. I quick looked at a couple and it is enabled there. I'll sure remind them anyways about this.
 
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