Update Support Ticket Email Notifications
When creating support tickets, you get emails confirming the ticket creation, reply creation and service's responses. None of these emails include links or information about that event.
At minimum I'd assume there'd be a link to view the ticket instead of prompting the user to go log into the dashboard; and even that doesn't have a link.
I'm assuming there's a reason for this, possibly related to spam filter avoidance, but there's certain usability things that have to be present in this case.
Also, an email notification that I posted a reply is redundant... I was there you know... ;)
Kenn Ejima commented
Definitely +1 for this. It will make your support look even awesomer! :)
When (not if =] ) you implement multi-user access to a single account, then the auto-responders to a reply might be nice for the other users to get. Obviously giving the end user the option to opt-in or out is even better.
Thanks for taking the time out to write to us.
We love getting the feedback. We've spent the last two months doing a lot of backend infrastructure work which is now finished so we are going to be reviewing and retooling the front-end to improve the UX/UI for customers.
So this feedback is essential to providing a product that really improves that experience for everyone.
Yeah, that almost put me off as a trial user...
Hehe, thanks the auto-response to your reply is redundant :)
We are going to be integrating direct responses from the emails for tickets but that isn't ready yet, that way you will receive our response and can respond to it directly from your email or use the control panel.