Trouble Ticket System Troubling

[kerim]

I find the trouble ticket system very annoying.

(1) You must use an e-mail account other than the one associated with your domain - even if you are not having network trouble.

(2) There is no option to CC the sender for their records.

(3) There is no way to do it via e-mail. (Most internet support services I have delt with send you a reply e-mail with a tracking number, rather than an annoying message telling you to log on to the web site.)

(4) It is often unclear to me if action has been taken on my Trouble Ticket because even when the problem goes away, I am not sent any information about the steps that have or have not been taken to follow through on the issue.

kerim

[steven]

Kerim-
They are trying to fix the problem, check out the following thread.
http://forums.hostrocket.com/showthread.php?threadid=1497

[Fuser]

I think the new system is now in place, and things seem to be MUCH better. I submitted 2 tickets today. Both were responded to within two hrs or so. Faster than I had even hoped for =)

Kerim-- I submitted through my control panel. Maybe not quite as easy as a simple email, but I think this method helps support operate more efficiently.