Can't access my support ticket

[Marco]

Yesterday I opened a support ticket, and I received an email with an URL to view it. When I click the URL, it takes me to a page saying " ACCESS DENIED" . What gives? :(

[Marco]

...

[Zachery]

How did you submit the ticket? though the members area or via email? if it was via email it could have goten delayed or deleted as spam.

[Steve Machol]

This means that your email may have been inadvertantly deleted as spam. Unfortunately only about 1 in 200 emails to our support system are legitimate. The rest are spam and if a email subject is not obviously vB-related it can sometimes be deleted.

[Marco]

The funny thing is I submitted it through the members area.

[Steve Machol]

However if the subject line did not seem vB related it would still have been deleted as spam. We cannot see which tickets come from email and which come from the Members Area. For whatever reason, your original ticket was deleted as spam. Sorry.

[Marco]

Wow, that's some ticket system. "yeah we're sorry but your ticket was deleted. kthnxbye"

Guess I'll just have to re-submit it then.

[Steve Machol]

Once again, if your subject was not vB specific, then it would have looked like spam. As I said we are getting 200 spam emails for every legitimate ticket, and it's getting worse every day.

We are going to be reconfiguring the system to eliminate email submissions. The amount of spam received is simply unmanageable. All future tickets will be entered via forms. This will take care of the spam problem once and for all.

[Marco]

There are two things I don't get, though.

1) My email was sent from the vBulletin.com server, seeing as I sent it using the form in the members area. How on earth can an email sent through your very own server be classified as spam? Is something mis-configured?
2) I did receive an email that a ticket was created (with a ticket ID). If my message was deleted, it wouldn't have reached the ticketing system and there would have been no ticket. Right?

[Steve Machol]

Somehow it seems it would be more productive to start a new ticket. However,

The online form includes a 'subject' field. As I stated if the subject is not obviously related to vB it runs a risk of being deleted. That is what happened to your ticket. Once again, sorry.

The email response goes out before any issues are deleted. This has a bad side-effect of sending automated responses to all the spam emails which thereby generate 'bounce' messages when they email addresses are phony (which most are.) This further excaberates the problem.

[Andy Z]

This happened to me as well. The subject was "eBulletin", as it had to do with the eBulletins. I sent an e-mail to james, as indicated in the error e-mail. This was over two weeks ago.

[Floris]

I did receive an email that a ticket was created (with a ticket ID). If my message was deleted, it wouldn't have reached the ticketing system and there would have been no ticket. Right?
Each incoming e-mail is in the system, and gets a notification that we received it. After which, when the staff gets on-line and processes support / sales / etc tickets, it will get replied or deleted. It obviously got accidently deleted while hundreds of spam emails were being deleted. That ofcourse shouldn't have happened. The support ticket system isn't perfect at the moment and to my knowledge they are working on improving it.

Andy, you are best of contacting support@ instead of James directly.

[Steve Machol]

Sending an email to James will not get a response.

[vbuser99]

This happened to me aswell.
I was never responded and was not able to access my ticket.
It said something like "your ticket is deleted"
Strange.

[Steve Machol]

Please read the previous posts. This has been answered. If you need help please submit a new support ticket.

[Marco]

Each incoming e-mail is in the system, and gets a notification that we received it. After which, when the staff gets on-line and processes support / sales / etc tickets, it will get replied or deleted. It obviously got accidently deleted while hundreds of spam emails were being deleted. That ofcourse shouldn't have happened. The support ticket system isn't perfect at the moment and to my knowledge they are working on improving it.

Andy, you are best of contacting support@ instead of James directly.
I see... thanks for clearing that up. :)

It just makes more sense to me that you would filter first and THEN assign ticket IDs... but then again that might be another reason why it isn't perfect ;)

Meanwhile I have opened a new support ticket. This one apparently didn't get deleted because I can actually access it. :)

[Steve Machol]

We do filter first, but the filters are imperfect and a lot of spam still gets through.

[Floris]

I see... thanks for clearing that up. :)

It just makes more sense to me that you would filter first and THEN assign ticket IDs... but then again that might be another reason why it isn't perfect ;)

Meanwhile I have opened a new support ticket. This one apparently didn't get deleted because I can actually access it. :)
And.. did you get a reply to?

[Marco]

Yep, I got asked for a username, password and FTP info...

I replied to that by email but the reply didn't come through. This is really getting annoying. I had to use the form in the members area for my reply to be added.

[Steve Machol]

What is the issueid of that ticket?