How do I access Support Ticket information?

WillowMobileSys · 02-02-2024 08:33 AM

At any given time I have several Support tickets opened to AppSheet.

How do I access the Support Ticket to know which issue it pertains to? I can get to a list of the tickets as sheon in the image below, but I have never figured out a way to get more information.

If Support asks question by FORWARDING the original Support request, then I know which ticket it concerns and can respond. Occasionally, I will get an email asking if the Issue is still a concern but the email provided no details only the Case ID. I can never seem to get more information.

AleksiAlkio

The only way i have figured out is to open the 2nd post from support (the 1st one is just an auto reply) and idenify the case ID from the subject. It should contain the original information that you have filled.

WillowMobileSys

So the Case ID is in the ticket list. I blanked them out in the image I provided. My problem is that I cannot find out WHERE I can go with that Case ID to refresh my memory on which Case ID related to which issue I submitted.

In other words...with the Case ID in hand, where do I go to look up the submitted ticket details?

AleksiAlkio

From your emails as as the subject contains the ticket ID.

WillowMobileSys

So, maybe what you are saying is that I need to SAVE the emails so that if/when I get a follow-up request, I can go back to that original email thread to understand waht issue the Case ID corresponds to. Is that what you mean?

AleksiAlkio

Yes

lloydjames485

ID: G3

Kirk_Masden

I think this is an important thread and that the issue is unresolved.

Recently, when I get messages regarding tickets I find myself thinking "What does that mean?" quite a lot. I'm not sure if they are trying to tell me that they think they have resolved me issue and intend to close it or what. If we had a single page we could look at where we could see all of our tickets and clear indications regard the status, such as "Waiting for user reply", "In progress" "Closed" etc, that would be a big improvement.

Sometimes I wonder if I am dealing with a human or low-level AI. I say "low-level" AI because previous generations of AI followed limited sets of instructions that were quite inflexible and led to answers that didn't demonstrate a good understanding of the message received from the human. I find support messages to be like that recently. It seems that workers are following some sort or script or choosing from sets or pre-arranged answers. I find it more frustrating that communicating with ChatGPT or Claude.