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?
Can't access my support ticket
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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.Comment
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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.Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
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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.Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
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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.Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
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Mankind is the only creature smart enough to know its own history, and dumb enough to ignore it.
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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?Comment
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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.Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
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Steve Machol Photography
Mankind is the only creature smart enough to know its own history, and dumb enough to ignore it.
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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?
Andy, you are best of contacting support@ instead of James directly.Last edited by Floris; Wed 21 Jul '04, 7:12pm.Comment
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Sending an email to James will not get a response.Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
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Mankind is the only creature smart enough to know its own history, and dumb enough to ignore it.
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Please read the previous posts. This has been answered. If you need help please submit a new support ticket.Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
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Mankind is the only creature smart enough to know its own history, and dumb enough to ignore it.
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