I have 2 suggestions if these are possible :
1. Is it possible to have the ability to attach a file to a support request when you 1st open it up via the web site? I know you can't now but that would be a great help. Every time I'm get asked about a ticket I open I could have already attached screenshots, log files, diagnostic.zip files, etc. It would be nice to do that when you open a ticket.
2. Is it possible to have a section in the customer portal with an area that shows you all the tickets you have opened with SW (based on contract #)? It would be nice to log into the portal and see all of my open tickets, as well as closed ones. This would allow me to see who is working the ticket, what's the latest status (assuming support updates logs/notes in their system). This would stop from having to email support with "What's the status?".
Thanks.BB
Thanks for the suggestions.
As for the possibility to attach files with the initial submission, this cannot be done- the Netsuite sytem does not have this capablilty. We have submitted a feature request to them for something similar to this. As for checking the status of tickets online, this is something we intend to have eventually but it will take time.
With the ability to check tickets online it would be nice to be able to update the ticket or respond to comments from the support staff. I had had incidents where I get an email with incorrect information or something I need clarification on and when I send a follow up email I never get a response back.
Mark,It's been a few months since I posted and wonder if there was any updates or maybe information about possible enhancements coming? I have a few tickets opened and tracking them thru my email can be a bit cumbersome.BB
Sorry, I have no updates at this time but I will forward this request on.