@glitch_support can you give me an update on tickets #UN00009462 and #UN00009463
I opened these in April and I haven’t gotten any response about them (I have received the system’s message that the tickets are created–that’s where I got these ticket IDs).
update: Glitch provided evidence that they had attempted to respond, but issues are keeping these responses from being delivered to the users. This thread is now a guerilla investigation into how to use the ticket system and what aspects of it are creating a bad experience.
I’m sorry you didn’t see our response. We followed up in ticket #9462 about a month ago asking for you to provide additional information. Maybe it got buried in your inbox? I will send another message so hopefully it surfaces for you.
I think I’m using the ticket system wrong. I tried replying to the message I got just now, and the system notified me that it opened a new ticket. How do I add a message to an existing ticket?
The support rep. asked for more info about the issue, but I seem to be having trouble with the ticketing system overall, with the lost responses and spurious new ticket creation. Is the primary interface not email? Is there maybe a web interface to the ticket that I can use?
I checked on glitch.com, and there’s no reference to happyfox that I can find. No link to it from glitch.com/help anywhere that I see. Just felt that I should post that to justify why I didn’t know about it.
Then I searched in my email for happyfox, and the ticket creation notice showed up. But there was nothing visible about happyfox still. But lo and behold, buried in the “show original headers” was this:
I’m glad you flagged this because we haven’t gotten any feedback about this issue before - probably because most folks don’t log in to HappyFox when communicating with us - they reply to the message from their personal email inbox.
Within HappyFox (our ticketing platform provider), support request tickets are marked “Closed” after every support team member’s response. That way, we are alerted when the person who created the support request responds. When this happens, the ticket is automatically updated to “In Progress”.
I can see how this would be confusing to users who do choose to login to HappyFox to view their support request tickets. I’m sorry about that! I will take a look at our settings to see how we can improve the experience for folks who prefer viewing their support requests directly in HF.
Regarding what-the-heck-is-happy-fox and why do things look like this…
We are in the process of launching a new help center that uses the HappyFox platform.
We have completed the first phase - which was to redirect dms to support through the ticketing system and copy over our help articles to a new knowledgebase. You can preview that here. Just be aware that this is not the final version of how it will look.
The next phase includes updating those urls you have mentioned.
Once everything is completely setup, we will make a pupdate about the new help center.
@tasha Sounds great! I love it so far! Can you put it on a custom domain? Might be a bit better than sending them directly to happyfox. I actually knew you used it because it sent my ticket there, but I never knew there was a UI!
@tasha thanks for officially addressing the happyfox situation. let’s see if we can get communications open on this ticket again then. currently the following issues are preventing that:
happyfox is not keeping ticket contents private. the whole reason I went through this support system struggle was because I figured Glitch would prefer to keep those details private. so I’ll hold off on answering the request for information until you’d confirm that I should post it on that ticket.
I’d somewhat prefer to be using email for (i) having my own copy of the records and (ii) having the notifications I set up when I receive an email. although I’d prefer being able to communicate at all, even if on the happyfox website, over no communication over broken emailing
due to #9462 being closed, I can’t add details to it on the happyfox website
Yep, I dont like that you can enter any email and get the tickets. I’ve sent things over my security email for a reason, mainly being encryption but anyone can see the tickets
Yep, that’s really bad. Easy way would be to send an email at login and then you press a link on that email to login, but this may be an issue with happyfox, unless it’s a setting that Glitch can toggle
Or a link that gets sent to the email on the first login to set a password. Then again, this probably isn’t something Glitch can control. Maybe @glitch_support could email happyfox and see if they will add it for them as it is a pretty big security risk
No. No. No. No emailing passwords. Instead email a link to login or a link to make one. They need to hash passwords not send you ones. Another huge securiy risk would be made!
I actually really like the UI though and the possibility to look at your tickets. Maybe a different, similar system would be better
There’s this bug on Gmail where when I email to [email protected], the name in the “To” section becomes My Project. Whenever I get a reply from Glitch Support, the “from” name also shows My Project. But I thought I was sending an email to Glitch Support, not My Project
That’s the category. If you use Happyfox to create your tickets you can choose this yourself, otherwise Glitch Support will do it for you. Don’t know why it changes the from name. Probably just a Happyfox thing. But that’s why I like Happyfox as I can select it myself so it gets to the right person
For example another category is: Abuse
I checked HappyFox again today. A quick recap of some events so far:
On Jun 5, I replied to an email message about ticket #9462. This caused ticket #11096 to be created.
Today, recorded as “1 hour ago,” ticket #11096 was merged into #9462. So I think maybe this is how it’s meant to work.
Within HappyFox (our ticketing platform provider), support request tickets are marked “Closed” after every support team member’s response. That way, we are alerted when the person who created the support request responds. When this happens, the ticket is automatically updated to “In Progress”.
The implication is that the Glitch team doesn’t get notified for replies to a ticket either. Then to ensure that they do get notified, they close the ticket, so that a reply from email instead gets sent as a new ticket. And if “the ticket is automatically updated,” referring to the merge-back of a newly created ticket to the original, then that automatic process takes a couple of days. That’s my current theory so far.
I don’t think it’s that they need it to be a new ticket. I just think that if you get a reply to a closed ticket you get a notification (the Glitch staff - not you) as I reply to the tickets on the Happyfox UI and it seems they receive it
I don’t know what it starts off with, but I used the “forgot password” thing to reset it.
An update: because HappyFox now requires a password to log in, I posted the details in the ticket earlier today. With the issue closed and the HappyFox web interface not permitting me to post a new message to the ticket, I replied via email to the last notification from the ticket. This created a new ticket, as expected.
I checked HappyFox again just now, and saw that the support staff had responded soon after that. I looked in my email, and saw a notification about it in the spam section. I’ll be whitelisting the address.
So there must be something else controlling whether the user can add a response. One possibility is this dot on the right:
Red for “Awaiting your response.” This ticket in particular isn’t requesting anything from me at the moment; it’s in an “I’ve let the team know” kind of situation. Nevertheless, marking a ticket as such seems to be the way to go if they want to have both (i) the ticket be closed and (ii) the user be able to say something.
Yet this is not a solution to everything. In the email notification for the last response (by the staff), I still have the Reply-To header set to a not-ticket-specific address:
