DO Ideas 2

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... ;)

  • z33k3r
  • Sep 11 2018
  • Shipped
  • Sep 11, 2018

    Admin Response

    This has been completed =] Thanks!
  • Attach files
  • z33k3r commented
    September 11, 2018 19:29

    Sweet! Looking forward to the updates. Also, as I was affected by the recent SanFran outage, it would be nice if the digitaloceanstatus.com emailed out to affected users as well... as there's no way to subscribe to it...

  • Moisey Uretsky commented
    September 11, 2018 19:29

    We're going to be making a few changes to the ticket flow this week including the following:

    - Email notification will now include the full body of the replies
    - Customers will be able to reply via email to update their tickets

    Thanks!

  • Eric commented
    September 11, 2018 19:29

    It would also be nice if the email says what the message is an not just log in to see the message.

  • Moisey Uretsky commented
    September 11, 2018 19:29

    Agreed! =]

  • Kenn Ejima commented
    September 11, 2018 19:29

    Definitely +1 for this. It will make your support look even awesomer! :)

  • Eric commented
    September 11, 2018 19:29

    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.

  • Moisey Uretsky commented
    September 11, 2018 19:29

    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.

  • z33k3r commented
    September 11, 2018 19:29

    Yeah, that almost put me off as a trial user...

  • Moisey Uretsky commented
    September 11, 2018 19:29

    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.

    Thanks

  • Moisey Uretsky commented
    September 11, 2018 19:29

    Hi Tom,

    We'll get that updated and added!

    Thanks