vBulletin Ticket System [Archive] - vBulletin Community Forum

pablo

Fri 22nd Sep '06, 8:58am

I would prefer if the data that I submit to the vBulletin Ticket System be encrypted, why not have https for connections (rather that http), when we have to send sensitive data e.g. In order to help us diagnose the problem, please provide the following information:

- URL and Login info to your vB Admin CP (with full Admin permissions and English language)
- Login info to your FTP or telnet/ssh
- URL and login to your phpMyAdmin and the appropriate database name Also it would be nice if you could purge the sensitive data from your servers once the support ticket is closed.

regards,
p.

Boxy

Fri 22nd Sep '06, 9:09am

Thank you for you comments and suggestions I will pass this along to the site development team. https is something that is being looked into.

Floris

Fri 22nd Sep '06, 9:38am

The tickets are blocked by an authcode. And upon request we delete the details from the tickets. I think https would be great.

bmc

Sat 7th Oct '06, 1:50am

Hello,

I believe the following suggestions should be implemented into the Members' Area (http://members.vbulletin.com/):
Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.
It should show when you last logged in and under what IP address.
It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.
Make it easier to view all your tickets and resolve them if they are finished/completed.I would like to see these changes implemented into the Members Area' ASAP and I would like everyone's input on this, as well as the vBulletin Team's input on this as well.

Thanks! :) (http://images.vbulletin.com/images_vb3/smilies/smile.gif)

Kind Regards,
Brandon

Creepshow

Thu 12th Oct '06, 10:19am

Hello,

I believe the following suggestions should be implemented into the Members' Area (http://members.vbulletin.com/):

Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.
It should show when you last logged in and under what IP address.
It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.
Make it easier to view all your tickets and resolve them if they are finished/completed.I would like to see these changes implemented into the Members Area' ASAP and I would like everyone's input on this, as well as the vBulletin Team's input on this as well.

Thanks! :) (http://images.vbulletin.com/images_vb3/smilies/smile.gif)

Kind Regards,
Brandon

I like.

All great ideas that would be fantastic if implemented. ;)

Colin F

Thu 12th Oct '06, 10:29am

Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
It should show when you last logged in and under what IP address.
It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.
These are being looked into.

There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.This will most likely not be implemented, as a security precaution.

Make it easier to view all your tickets and resolve them if they are finished/completed.Could you give some more details/examples for this please?

bmc

Thu 12th Oct '06, 8:31pm

These are being looked into.
There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.This will most likely not be implemented, as a security precaution.

That's too bad, as if you got the https secure server on there and don't give your member information out, I don't see what the problem would be in regards to a security precaution.

Make it easier to view all your tickets and resolve them if they are finished/completed.Could you give some more details/examples for this please?

I certainly can! :)

At IPS, their Client Center is neatly, effectively, and efficiently layed out to easily find all the things you're looking for in a quick, timely manner.

In regards to what I was saying about the tickets, here are some screenshots to clarify:

[/URL]http://img180.imageshack.us/img180/2907/ipsticketview1al5.png (http://img241.imageshack.us/img241/8190/ipsticketview2ym4.th.png)

[url]http://img180.imageshack.us/img180/5311/ipsticketview2rh2.png

Hope that helps! :)

If you need more information, please do not hesitate to contact me.

Colin F

Fri 13th Oct '06, 7:17am

That's too bad, as if you got the https secure server on there and don't give your member information out, I don't see what the problem would be in regards to a security precaution.

The thing is, we'd then have a database table full of very sensitive customer details. While we don't expect this, there's always a chance that someone breaks into our admin backend or database, and having that information collected nicely in one database table is not a responsability we want to take upon ourselves.

I certainly can! :)

At IPS, their Client Center is neatly, effectively, and efficiently layed out to easily find all the things you're looking for in a quick, timely manner.

In regards to what I was saying about the tickets, here are some screenshots to clarify:

http://img180.imageshack.us/img180/2907/ipsticketview1al5.png

http://img180.imageshack.us/img180/5311/ipsticketview2rh2.png

Hope that helps! :)

If you need more information, please do not hesitate to contact me.

Our ticket system currently only differentiates between open and closed tickets. We could differentiate between those two states, but something like in the screenshots would require a rewrite of our ticket system, so it won't happen immediately. We'll take it under consideration when next updating the ticket system though.

Floris

Fri 13th Oct '06, 7:34am

bmc

Fri 13th Oct '06, 10:06pm

What we do need (regardless of how others have it btw) is our ticket history more organized. They're just a list of text titles. Knowing which open tickets you have in one block, on top of the closed ones would be nice.

For those who don't know where to find their list of tickets. Go into the members' area, from the left menu click on 'contact us', the bottom of the page will list the history of your tickets.
I definitely agree, and can't believe I didn't suggest that!

The ticket history needs to be on its own page or way more organized than how it currently is, as it's very confusing for new customers ( I was confused until I found it, and it took me a while to find it and then some more time to figure out that that list was my ticket history ).

Having it in different categories is a must ( open, closed/resolved, awaiting customer response, escalated ).

Christie

Sat 14th Oct '06, 8:40am

For those who don't know where to find their list of tickets. Go into the members' area, from the left menu click on 'contact us', the bottom of the page will list the history of your tickets.
Is there any way we can delete old resolved support tickets?

Marco van Herwaarden

Sat 14th Oct '06, 11:16am

No you can not delete old tickets.

Floris

Sat 14th Oct '06, 1:51pm

You can request your private data to be removed from a ticket at any time. Just start a new support ticket.

Floris

Thu 26th Oct '06, 10:42am

Some changes have been applied now, and are live.

maggotin

Thu 26th Oct '06, 3:41pm

Oh, I was going to post about that now :D

---MAD---

Thu 26th Oct '06, 4:43pm

Hello,

I believe the following suggestions should be implemented into the Members' Area (http://members.vbulletin.com/):

Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.
It should show when you last logged in and under what IP address.
It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.
Make it easier to view all your tickets and resolve them if they are finished/completed.I would like to see these changes implemented into the Members Area' ASAP and I would like everyone's input on this, as well as the vBulletin Team's input on this as well.

Thanks! :) (http://images.vbulletin.com/images_vb3/smilies/smile.gif)

Kind Regards,
Brandon
Good list, I agree however I dont like the FTP/cpanel idea.

---MAD---

Thu 26th Oct '06, 4:48pm

Some changes have been applied now, and are live.
Cool, maybe add a space between the last sentence and the start of the support text boxes? Looks like they are being cramped in a small space :p.

Good way to start change though, I like it :).

Colin F

Thu 26th Oct '06, 5:46pm

Better like this? Or do you mean place the contactform into an entirely new table?

---MAD---

Fri 27th Oct '06, 8:11am

Better like this? Or do you mean place the contactform into an entirely new table?
one sec, ill look.

Edit: Looks much better than before now. Try putting it on a new table and let me know :). Also, can these be renamed:

Member Support (http://members.vbulletin.com/membersupport.php)
Contact Us (http://members.vbulletin.com/membersupport_contactform.php)
Priority Support (http://members.vbulletin.com/membersupport_priority.php)

I always have to click all 3 before finding the one I want lol.

Colin F

Fri 27th Oct '06, 8:33am

Floris

Fri 27th Oct '06, 9:14am

I wouldn't call it support ticket system, as people can also use it for sales or license or piracy questions. I'd rather name it just ticket system

Marco van Herwaarden

Fri 27th Oct '06, 9:18am

Don't agree Floris. ;)

Technical Support Ticket
Sales Support Ticket
License Support Ticket
......

Priority Support or Priority Forum Support:
Suggestion: Forum Support Access List

Floris

Sat 28th Oct '06, 9:41am

We only have one " contact us " link in the members' area which is basically the ability to add a new support ticket, or to find the history of support tickets. You can create new sales, piracy, support or otherwise tickets here. Calling it just Support Tickets is in my eyes not the right choice. As staff I understand the options, so I don't really care. But I can understand from a new customer point of few that ' but where do I ask sales or piracy questions, is this just for support? ' .

Creating 3 or more links to the same form is a bit overkill I think, unless you meant something different.

---MAD---

Sat 28th Oct '06, 9:50am

Marco van Herwaarden

Sat 28th Oct '06, 10:00am

No i didn't ment to create 3 or more links. I was reacting on your post where you say "I wouldn't call it support ticket system, as people can also use it for sales or license or piracy questions."

I don't understand why "Support Ticket System" would be wrong because you can use it for sales or license questions.

Floris

Sat 28th Oct '06, 12:36pm

hm, sorry. I don't mean that it is wrong. Just a preference.

Also, I rather have a few links with one saying ' Send in a new private ticket ' and another saying ' View all my tickets ' .

---MAD---

Sun 29th Oct '06, 1:57pm

hm, sorry. I don't mean that it is wrong. Just a preference.

Also, I rather have a few links with one saying ' Send in a new private ticket ' and another saying ' View all my tickets ' .
I agree.

Kelmas

Tue 26th Dec '06, 5:46pm

And can we expect https://members.vbulletin.com soon? :)

Zachery

Tue 26th Dec '06, 5:58pm

Stop posting in multiple threads, we will do it as soon as its humanily possible.

bmc

Wed 27th Dec '06, 8:51pm

Actually, I don't think it should go in a new table, as that information is important when starting a new ticket.

I agree that the links need renaming.I was thinking of something like:

Member Resources
Support Ticket System
Priority Forum Support

Does that sound clearer? Other suggestions?

As far as reorganization is concerned, I think that it should be the following:

Change "Member Support" to "Member Resources"
Change "Contact Us" (confusing) to "Ticket System"
Change "Priority Forum Support" to "Priority vBulletin.com Forum Support" (as I didn't understand what that meant at first, so being a little bit more specific on this will aid members in the long run)

Under the link changes I posted above, I would put:

Member Resources
vBulletin Manual
vBulletin Graphics Development Kit
vBulletin 3.6.x API Documentation
vBulletin Version Notes (Change Log)
Ticket System
Submit a Ticket Select Department to Submit Ticket to
View My Open Tickets
View My Archived Tickets
Priority vBulletin.com Forum Support
Keep the page as-is, just maybe edit the details to clarify where exactly you're getting support at

Colin F

Thu 28th Dec '06, 4:50am

In the first part, I agree with everything except 'Priority vBulletin.com Forum Support'.
The problem with this is that the same page also controls priority forum access to other sites, like vBulletin.org.

bmc

Thu 28th Dec '06, 6:46pm

Ah true, I didn't think about that. In that case, I would leave it as "Priority Forum Support". However, did everything else seem fine? What are other people's input on my layout in regards to the updated links for the vBulletin Members' Area? Please provide feedback and suggestions as to how we can all optimize that list to make it the best possible - if you believe it is the best it can be with what I have put, please state that. :)