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06 Sep 2010

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	I'm not receiving any support responses!

Solution Due to increasing efforts from ISP's and service providers worldwide, we are finding that emails sent by our Support Desk system are not reaching our clients at times. This article is to explain the best way to utilize our online support system, to ensure timely resolution of your support issues.

A great majority of users will simply send an email to our support department, which is routed directly into the online support ticket system once received. A support ticket is generated from this email, and an email response is then sent back to the sender's reply-to address. If the sender's ISP or email provider is blocking email from our servers, which does happen on occassion due to over-sensitive filters, or adaptive lists maintained by their users, the automated response indicating the ticket number, and support desk login information will not be received. The sender then assumes that their support request has not been received, and begins sending further emails. These subsequently create new tickets in the support system, and generate further email responses, but because of the filtering occurring on the sender's end, they are unaware that the system has in fact received all of their requests.

When submitting a support email, you should receive an automated response from our support desk almost immediately. This is an example of what the email will look like:

==========
"Subject: [Ticket #FBD-11111]: My website is down!

Mesage Body:

Username,
Your Ticket has been received and a member of our staff will review it
and reply accordingly. Listed below are details of this Ticket. Please
make sure the Ticket ID remains in the subject at all times.

Ticket ID: FBD-11111
Subject: My website is down!
Department: Support
Priority: Urgent
Status: Open

You can check the status of or reply to this Ticket online at:
http://www.creationstorm.com/support/index.php?_m=tickets&_a=viewticket&ticketid=xxxxxx
Email: username@domain.com
Password: password"
==========

The above is only an example of the email generated by our system, but if you do NOT receive this messsage fairly quickly after sending in your request via email, please first check to ensure that any automated spam filters in your email have not removed it from your inbox. Please also check any spam folders for this response message. If you do not find it, nor receive it in short order, this most likely means that your ISP is filtering our emails in some fashion. In these cases, and as a RECOMMENDED form of utilizing our support system, you should then be logging in directly to the online support desk.

In the example email above, you'll note there is a link within, along with login information for the online support desk. You would then use this information to login to the support system itself. If you have not received this information, and want to access the online support desk directly, the next step will be registering with the system itself.

To register yourself an account in the online support desk, simply click on the "Register" link that you will see at the top when reaching the support desk itself. You will pick a username, password, and email address to be associated with your account, and you will use this information anytime you login to the system to submit or check on support tickets. This is what we recommend ALL Creationstorm clients do, as it ensures the most prompt response to your requests, and assures that you will be able to check on the status of any requests you submit. Our online support desk can be reached via the following linke: http://www.creationstorm.com/support/

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Created On:

01 Dec 2008 07:50 PM