Support System Upgrade - 4 Hours Estimated

Thanks a lot for checking Jun! Time to relax my nerves now

why can’t we just e-mail. help@audiojungle.net or something. why the ticket?

its eaiser to track cutomers that way thats why they have a support ticketing system i also have a ticketing system

claythecinemaguy said
why can’t we just e-mail. help@audiojungle.net or something. why the ticket?

Hi Clay,

Good question. Due to the massive amount of emails and tickets we receive each day we really need software like this to track issues, tickets, customer problems, all kinds of things. I actually get a little bit of anxiety trying to think of how we’d do it without all the awesome software available to organize things

However, I think you’ll find submitting a “regular” ticket only takes a minute or two at most, and it really helps us organize things and get back to you faster in the long run.

We’re done with the upgrade. Unfortunately, we had some issues so we had to rollback to the old system for now and try again in the near future. The support staff will be clearing out tickets from the downtime and getting replies out ASAP , we appreciate all of your patience everyone!

CreatingDrew said

claythecinemaguy said
why can’t we just e-mail. help@audiojungle.net or something. why the ticket?

Hi Clay,

Good question. Due to the massive amount of emails and tickets we receive each day we really need software like this to track issues, tickets, customer problems, all kinds of things. I actually get a little bit of anxiety trying to think of how we’d do it without all the awesome software available to organize things

However, I think you’ll find submitting a “regular” ticket only takes a minute or two at most, and it really helps us organize things and get back to you faster in the long run.

I would assume, adding to what Drew said, that it helps potential issues such as emails being bounced (incorrect address typed for example), emails being sent to spam, and other things like that

It also gives the support guys a ticket number they can work with. Rather than refer to emails with vague subjects such as “That bug”, they can refer to ticket numbers

Just assumptions though

pixelnourish said

CreatingDrew said

claythecinemaguy said
why can’t we just e-mail. help@audiojungle.net or something. why the ticket?

Hi Clay,

Good question. Due to the massive amount of emails and tickets we receive each day we really need software like this to track issues, tickets, customer problems, all kinds of things. I actually get a little bit of anxiety trying to think of how we’d do it without all the awesome software available to organize things

However, I think you’ll find submitting a “regular” ticket only takes a minute or two at most, and it really helps us organize things and get back to you faster in the long run.

I would assume, adding to what Drew said, that it helps potential issues such as emails being bounced (incorrect address typed for example), emails being sent to spam, and other things like that

It also gives the support guys a ticket number they can work with. Rather than refer to emails with vague subjects such as “That bug”, they can refer to ticket numbers

Just assumptions though

Definitely, all the things you mentioned are indeed very helpful, there are probably hundreds of features we couldn’t do without!

Support system sounds more elaborate than it actually is.

Tickets are basically email threads. And the support system is basically gmail tracking with multiple user log in access and an awful interface.

This allows multiple support staff to log into the one email account (actually it simultaneously handles several departments / email addresses) and all of their replies are logged.

dtbaker said
Great! What software are you using to handle support?

My guess is it is ApathyUnlimited 5.0 because I don’t think these guys give a damn