Forum Discussion

VFixed's avatar
VFixed
Contributor
10 years ago

SB support question

I opened a case (ticket) earlier today. The person who responded to it copied & pasted a link that was of no help to me, and then closed the ticket. Is this normal - for a case to be closed before the issue is resolved?

 

Why can't the person who opened the ticket close the case?

 

I've never worked with a software company with such confusing support.

 

I can a) go to the forum to ask my question or b) I can open a ticket or c) I call the SB sales person. But I can't call support for support.

 

This seems backwards and is taking me awhile to get used to, on top of trying to learn the product.

 

Also I have  3 different login ID's:

* https://community.smartbear.com/

* https://smartbear-cc.force.com/portal/SupPortalHome

* https://my.smartbear.com/login.asp

 

I guess one login ID for all would be too simple and easy?

  • AlexanderM's avatar
    AlexanderM
    Staff
    10 years ago

    VFixed, thanks for sharing your feedback! Could you give me the Case Number you were talking about, so I can take a look?

     

    Let me also respond to your other comments:

     

    >>> Why can't the person who opened the ticket close the case?
    To better focus on the active cases, Customer Care engineers may close a case upon giving a solution. But if there is a reason to keep a case open, no problem - just respond and let us know. Any new response will re-open your case automatically, we don't block further communication in any way.

     

    So, if some case is closed by mistake, make sure to let us know by responding and it will re-open.

     

    >>> But I can't call support for support.
    At this time, we only offer phone support for SaaS products of SmartBear. You can find a complete Support Manual with the available support channels here:
    http://support.smartbear.com/support/media/pdf/SB_PS_SLA.pdf

     

    We'll certainly consider adding more support channels in the future!

     

    >>> I guess one login ID for all would be too simple and easy?
    Good one... Right - there is no SSO-like authentication for these different resources. I agree - would be nice to have this at some point, and there were some discussions about this in the past. So, I can't commit to anything at this point, but fingers crossed! :)