vBulletin Ticket System

[pablo]

I would prefer if the data that I submit to the vBulletin Ticket System be encrypted, why not have https for connections (rather that http), when we have to send sensitive data e.g.

In order to help us diagnose the problem, please provide the following information:

- URL and Login info to your vB Admin CP (with full Admin permissions and English language)
- Login info to your FTP or telnet/ssh
- URL and login to your phpMyAdmin and the appropriate database name

Also it would be nice if you could purge the sensitive data from your servers once the support ticket is closed.

regards,
p.

[Boxy]

Thank you for you comments and suggestions I will pass this along to the site development team. https is something that is being looked into.

[Floris]

The tickets are blocked by an authcode. And upon request we delete the details from the tickets. I think https would be great.

[bmc]

Hello,

I believe the following suggestions should be implemented into the Members' Area:

• Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
• There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.
• It should show when you last logged in and under what IP address.
• It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.
• Make it easier to view all your tickets and resolve them if they are finished/completed.

I would like to see these changes implemented into the Members Area' ASAP and I would like everyone's input on this, as well as the vBulletin Team's input on this as well.

Thanks!

Kind Regards,
Brandon

[Creepshow]

Hello,

I believe the following suggestions should be implemented into the Members' Area:

• Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
• There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.
• It should show when you last logged in and under what IP address.
• It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.
• Make it easier to view all your tickets and resolve them if they are finished/completed.

I would like to see these changes implemented into the Members Area' ASAP and I would like everyone's input on this, as well as the vBulletin Team's input on this as well.

Thanks!

Kind Regards,
Brandon

I like.

All great ideas that would be fantastic if implemented.

[Colin F]

Https should be added to all of the Members' Area to replace the current http. I believe this is the most needed and most important feature for various reasons (mainly for added security, though).
It should show when you last logged in and under what IP address.
It should be made easier to get to the Support Form, as currently, I thought the left hand menu where it said "Contact Us" meant to contact the Company and not the Support Form... it should be changed to reflect it accordingly and make it more accurate and understandable for first-time customers.

These are being looked into.

• There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.

This will most likely not be implemented, as a security precaution.

• Make it easier to view all your tickets and resolve them if they are finished/completed.

Could you give some more details/examples for this please?

[bmc]

These are being looked into.

• There should be fields that can store your AdminCP details and your FTP details to where you can save it and the vBulletin Team can reference it whenever you require support, that way you don't have to keep telling the Support Team in every post.

This will most likely not be implemented, as a security precaution.

That's too bad, as if you got the https secure server on there and don't give your member information out, I don't see what the problem would be in regards to a security precaution.

• Make it easier to view all your tickets and resolve them if they are finished/completed.

Could you give some more details/examples for this please?

I certainly can!

At IPS, their Client Center is neatly, effectively, and efficiently layed out to easily find all the things you're looking for in a quick, timely manner.

In regards to what I was saying about the tickets, here are some screenshots to clarify:

http://img180.imageshack.us/img180/2...etview1al5.png

http://img180.imageshack.us/img180/5311/ipsticketview2rh2.png

Hope that helps!

If you need more information, please do not hesitate to contact me.

[Colin F]

That's too bad, as if you got the https secure server on there and don't give your member information out, I don't see what the problem would be in regards to a security precaution.

The thing is, we'd then have a database table full of very sensitive customer details. While we don't expect this, there's always a chance that someone breaks into our admin backend or database, and having that information collected nicely in one database table is not a responsability we want to take upon ourselves.

I certainly can!

At IPS, their Client Center is neatly, effectively, and efficiently layed out to easily find all the things you're looking for in a quick, timely manner.

In regards to what I was saying about the tickets, here are some screenshots to clarify:

http://img180.imageshack.us/img180/2907/ipsticketview1al5.png

http://img180.imageshack.us/img180/5311/ipsticketview2rh2.png

Hope that helps!

If you need more information, please do not hesitate to contact me.

Our ticket system currently only differentiates between open and closed tickets. We could differentiate between those two states, but something like in the screenshots would require a rewrite of our ticket system, so it won't happen immediately. We'll take it under consideration when next updating the ticket system though.

[Floris]

What we do need (regardless of how others have it btw) is our ticket history more organized. They're just a list of text titles. Knowing which open tickets you have in one block, on top of the closed ones would be nice.

For those who don't know where to find their list of tickets. Go into the members' area, from the left menu click on 'contact us', the bottom of the page will list the history of your tickets.

[bmc]

What we do need (regardless of how others have it btw) is our ticket history more organized. They're just a list of text titles. Knowing which open tickets you have in one block, on top of the closed ones would be nice.

For those who don't know where to find their list of tickets. Go into the members' area, from the left menu click on 'contact us', the bottom of the page will list the history of your tickets.

I definitely agree, and can't believe I didn't suggest that!

The ticket history needs to be on its own page or way more organized than how it currently is, as it's very confusing for new customers ( I was confused until I found it, and it took me a while to find it and then some more time to figure out that that list was my ticket history ).

Having it in different categories is a must ( open, closed/resolved, awaiting customer response, escalated ).

[Christie]

For those who don't know where to find their list of tickets. Go into the members' area, from the left menu click on 'contact us', the bottom of the page will list the history of your tickets.

Is there any way we can delete old resolved support tickets?

[Marco van Herwaarden]

No you can not delete old tickets.

[Floris]

You can request your private data to be removed from a ticket at any time. Just start a new support ticket.

[Floris]

Some changes have been applied now, and are live.

[maggotin]

Oh, I was going to post about that now