A couple of weeks ago we had an issue with PC and used your ticket system. Everything was fixed quickly and without issue. Nice work.

One thing I did notice was, using a ticket system solely be email opened up a lot of problems with emails not received and some being blocked by spam software.

From a support aspect, using an email system with an online version that allows customers to see the reponses to tickets is a better way to go.

It also allows PC to use these tickets as KB items as well and if the client needs to refer back to the original issue in the future, they could access the system and get a copy.

Just a suggestion.

Rob

In order to protect the security and privacy of our customers, we do not plan to "publish" resolved support tickets. In many cases support tickets contain confidential information that a store manager simply would not want anyone else to see.

Instead, what we are planning to do in the very near future is to gradually transition our Knowledge Base to a WIKI. This will allow the community of ProductCart users to help us write and update KB articles. 

There are thousands of stores that use ProductCart, and we know that they can help us build and maintain a knowledge base that is far more complete and helpful than what we can do on our own here at Early Impact.

We expect the transition to the WIKI-based knowledge base to begin in July 07.

For more information on what a WIKI is, please see: http://en.wikipedia.org/wiki/Wiki - http://en.wikipedia.org/wiki/Wiki

Hi Again

Thanks for that. Very interesting in regards to the Wiki. Nice work

My main point of the post was to suggest having the PC ticket system based online (Username/password login) rather than an email system only.

Thanks Again

Rob

Tickets are available online. You can access them here: http://www.earlyimpact.com/SmarterTicket/Customer/ViewTicket.aspx - http://www.earlyimpact.com/SmarterTicket/Customer/ViewTicket .aspx