Answered

"Report Problems" vs. opening a ticket

Why would a customer use the forum to report a problem when they should really be opening a ticket so the issue can be properly tracked? What am I missing?


And I cannot turn the Report Problems forum off.


Best Answer
Hi Chris,

Some companies offer EMail support to paid customers or so, where as FREE Customers are supported via Forums only. So, your point is good, but we gave this option for those companies, who like to keep an open forum for discussions on different issues/problems.

Go to Forums Tab -->> Click on the REPORT PROBLEM Label -->> Click on Edit Forums. Now, you can either Delete this or change the visibility to Agents only. So that End Users don't get to see the REPORT PROBLEM section.

regards
Vijay

Answer
Hi Chris,

Some companies offer EMail support to paid customers or so, where as FREE Customers are supported via Forums only. So, your point is good, but we gave this option for those companies, who like to keep an open forum for discussions on different issues/problems.

Go to Forums Tab -->> Click on the REPORT PROBLEM Label -->> Click on Edit Forums. Now, you can either Delete this or change the visibility to Agents only. So that End Users don't get to see the REPORT PROBLEM section.

regards
Vijay
Excellent. Thanks!