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Support tickets disappearing

Has anyone notices support tickets disappear? 

I've entered tickets and when I click on check ticket status it no longer appears there, like I haven't entered a ticket at all. After I submit the ticket, it has the link to check the status and if I click the link, it goes to an error stating that I don't have access to that ticket and then when I go to my account directly and check status is doesn't appear there. 


So not sure what's going on, but doesn't seem like a good ticketing system if the tickets disappear or can't be accessed. 


Best Answer
Hello Avoigt,

Thank you for contacting Luxion.
The only time that this might happen is if the ticket is marked as Spam.
This can happen if there are web links, unsupported attachments, if the actual email content looks suspicious, or the email address or IP address gets flagged.

If you notice this happening you can reach out to my direct Email Justin@Luxion.com and we can look in to the issue you are having.

Referencing your Ticket ID#:33258

You are able to check the status of your ticket by visiting your ticket portal by clicking here.
We would recommend bookmarking the page as you can also see if any responses were sent to you or notes applied.
Thanks,

Justin Adams
Support manager
Luxion Inc
15143 Woodlawn Ave
Tustin, CA 92780
http://www.keyshot.com
 



Answer
Hello Avoigt,

Thank you for contacting Luxion.
The only time that this might happen is if the ticket is marked as Spam.
This can happen if there are web links, unsupported attachments, if the actual email content looks suspicious, or the email address or IP address gets flagged.

If you notice this happening you can reach out to my direct Email Justin@Luxion.com and we can look in to the issue you are having.

Referencing your Ticket ID#:33258

You are able to check the status of your ticket by visiting your ticket portal by clicking here.
We would recommend bookmarking the page as you can also see if any responses were sent to you or notes applied.
Thanks,

Justin Adams
Support manager
Luxion Inc
15143 Woodlawn Ave
Tustin, CA 92780
http://www.keyshot.com
 


Hello Avoigt,

I can not find this ticket but I have looked in the backend ticketing system (Jira) and a Bug report was generated regarding this exact issue.
I can keep you posted on what is happening but it more than likely will be fixed and released with our next update coming out in the next month or so.


Referencing your Ticket ID#:33258

You are able to check the status of your ticket by visiting your ticket portal by clicking here.
We would recommend bookmarking the page as you can also see if any responses were sent to you or notes applied.
Thanks,

Justin Adams
Support manager
Luxion Inc
15143 Woodlawn Ave
Tustin, CA 92780
http://www.keyshot.com
 


Same here. Ticket number does not appear under my tickets when I checked Ticket status.

Fortunately, I had the ticket id from an email.


Btw: Also entries in the Support forums disappear. I wrote one Entry yesterday, added pictures - the entry is nowhere to be found.


Strange!


Regards,Dieter


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