FacileThings

Update: Support Section

AUTHOR: Francisco Sáez

Today we have updated the design of the Support section of FacileThings and also added some improvements that will facilitate our communication with you.

support tickets

  1. Active and closed tickets separated. Now you can quickly view the requests you have still pending. To access your closed tickets, click on the “History” button.
  2. Keyboard shortcuts. You can use CTRL+ENTER to open a new ticket and to add more information to an existing one.
  3. Open idle tickets are closed automatically. If, after being answered, you do not act on the ticket within 7 days, we will assume that you are happy with the response and the ticket will be automatically closed.
  4. Attaching files. You can attach to a ticket a screenshot or any other files that may facilitate the resolution of the incident.
  5. Useful links. You can click on the links that appear in the text of a request or response.
  6. Direct access to the FacileThings Tutorial. Please, before opening a new ticket, make sure the answer is not in the Tutorial.

We have also designed a more intuitive, conversation interface, so you can better track a specific ticket. If the answer you get is satisfactory, you can close the ticket in the same conversation page:

a support ticket

Finally, Support notifications are fully integrated with the new Notification Center:

notification center

2 comments

D1d4edc248c9e82e208ffa17e02ec350
Commented over 5 years ago Norbert Löppenberg

There is no possibility to attach files on my ticket list.

D1d4edc248c9e82e208ffa17e02ec350 Norbert Löppenberg

There is no possibility to attach files on my ticket list.

Fcb879f1bc70aa0f661b842011f280fb
Commented over 5 years ago Francisco Sáez

Hi @Norbert,

There was an error showing that option under some circumstances. Now it's fixed.

Thanks for warning!

Fcb879f1bc70aa0f661b842011f280fb Francisco Sáez

Hi @Norbert,

There was an error showing that option under some circumstances. Now it's fixed.

Thanks for warning!

Posts are closed to new comments after 30 days.

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