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Does Support Get Ticket Info via Email?

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  • Does Support Get Ticket Info via Email?

    Three times now Support has replied to one of my tickets asking for a screenshot of the issue I'm trying to fix. I have responded twice via email with the screenshot attached. I keep getting the same email from them as if I'm ignoring the message. If I try to reply via the online Ticket system, there is no provision to add an attachment.

    So when you respond via email to a ticket response from Support, does it not go through? I have even requested a read receipt to messages and get nothing.

    Thanks
    Joe Arbogast
    http://www.birdsafestore.com

  • #2
    Birdsafe We apologize for any inconvenience this may have cause. We've checked the ticket in question but there were no attachment seen on our end. UTB-470-66360 If possible try emailing [email protected] directly and reference the current ticket id. You can also call into support and one of our reps can provide an alternate email address.

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    • #3
      3dcart-William Thank you -- I'm trying to point out two problems your support has:

      1. I have sent numerous emails about two different outstanding tickets, responding to emails from [email protected] -- with attachments and some without and get NO response, can't even get a read receipt or any acknowledgement that they have been received.
      2. If I "Reply Ticket" there is no provision for attaching files to the ticket.

      I'm not confident that if call and get another email address that it will be received.

      Joe

      UPDATE -- got another email address to send attachments to -- the tech told me that my emails "were probably going into the 3dcart spam fold" -- that is totally unacceptable in my view.
      Last edited by Birdsafe; 08-05-2019, 12:05 PM.
      Joe Arbogast
      http://www.birdsafestore.com

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      • #4
        UPDATE -- got another email address to send attachments to -- the tech told me that my emails "were probably going into the 3dcart spam fold" -- that is totally unacceptable in my view.[/QUOTE]

        I would really hate to think that our emails are getting sent to spam.

        http://www.pack-secure.com

        Packaging and Shipping Supply Specialists

        Comment


        • #5
          The attachments can't be larger than 10MB, so perhaps that's the case, if you are having issues i would suggest using something like https://www.techsmith.com/jing-tool.html which is free and gives you a URL for images you capture,
          ----------------------------
          Gonzalo Gil
          3dCart Support
          800-828-6650 x111

          Comment


          • #6
            GonzaloGil the files are way under that. Support is not even receiving emails that have no attachments. So I go to the suggestion of calling tech support and getting the email address of one of the techs and sent the attachments to her email address as well -- nope -- was apparently not received because I opened the ticket and asked and they just replied that they were not received. Obviously my email address has been blacklisted by 3dcart or something.

            What next?
            Joe Arbogast
            http://www.birdsafestore.com

            Comment


            • #7
              @Birdsafe i don't see a block for your email. If you go to support.3dcart.com, or , try to open a ticket via the admin, does it not create a new ticket? if it does, then your email is not banned. If it is, let me know, the system will block users that it sees have emails that bounce, it happens sometimes, but not normal.
              ----------------------------
              Gonzalo Gil
              3dCart Support
              800-828-6650 x111

              Comment


              • #8
                GonzaloGil Yes I can create a ticket -- I have created tickets, I have replied to tickets. I do not understand why you cannot attach a file to a ticket. If my email address is not blocked, then explain why:

                1. I reply to the email response I get to my ticket and it is not received - I ask for acknolwedgement and never get it, I add attachments and they are never received, both at [email protected] and directly to a tech who gave me her email address via phone. If my email address is not blocked, there is something seriously wrong with your support email system.
                Joe Arbogast
                http://www.birdsafestore.com

                Comment


                • #9
                  Still nothing after having sent attachments to numerous emails - Not being able to add attachments to a Ticket System is absolutely ridiculous. How hard is it to attach a file like this one (or send to a support email:
                  GOOGLEMAPS.png
                  Attached Files
                  Joe Arbogast
                  http://www.birdsafestore.com

                  Comment


                  • #10
                    Try to resend those emails with attachments, there looks to be an issue with outlook365 that handles these emails and them being categorized as spam, the filter was reset so it shouldn't do that anymore...

                    ----------------------------
                    Gonzalo Gil
                    3dCart Support
                    800-828-6650 x111

                    Comment


                    • #11
                      Along the same vain - we get no notifications when tickets are even answered - we just have to check open tickets.

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                      • #12
                        Originally posted by GonzaloGil View Post
                        Try to resend those emails with attachments, there looks to be an issue with outlook365 that handles these emails and them being categorized as spam, the filter was reset so it shouldn't do that anymore...
                        FYI you should have no spam filtration on customer service emails - they come form to many sources and you will always miss things.

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                        • #13
                          @kelly we don't but the email is handled via office365, and they decided to enable some stricter rules. It should be good now, it looks like they were able to completely stop all filtering.
                          ----------------------------
                          Gonzalo Gil
                          3dCart Support
                          800-828-6650 x111

                          Comment


                          • #14
                            GonzaloGil -- is this still an issue? I have replied to a couple of support emails recently with no response, tickets have been closed for no apparent reason, had to reopen new tickets -- but email appears to be only one-way. Very frustrating.

                            Also, for some reason Billing Tickets do not show up in my list of tickets in the Admin.
                            Joe Arbogast
                            http://www.birdsafestore.com

                            Comment


                            • #15
                              @Birdsafe no, not that i am aware of it, when we completely disabled the junkmail filter on that email account the issue stopped happening. Can you give me a ticket # where that seems to be happening now? Similar, what ticket # from billing isnt showing, so i can look @ it further?
                              ----------------------------
                              Gonzalo Gil
                              3dCart Support
                              800-828-6650 x111

                              Comment

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