Returning to an open ticket
Posted 04 September 2012 - 01:25 PM
one can click on My Support and go to the Kayako help desk page, giving a link to Submit a Ticket.
How does one view open tickets and respond to them? Only see nav choices for "Submit a Ticket".
Posted 04 September 2012 - 02:02 PM
Can you provide a URL of the page you reference?
You need to logon to the help desk page, in the upper left corner.
The page(s) I see have a HawkHost logo in the upper left.
Posted 04 September 2012 - 02:11 PM
I think HawkHost was trying to integrate the account and help logons; perhaps there's a glitch. If none of this helps, you might try submitting a support ticket about not being able to see your support tickets.
Guy Scharf Consulting
Port Townsend, WA
Posted 04 September 2012 - 02:14 PM
Posted 04 September 2012 - 03:12 PM
Thanks - apparently if you login to your client area, then go from it to the support desk, if you do not login THERE, you will not see a history of tickets, because you are unknown to Kayako, although logged into HawkHost client area.
This is correct, you would actually need to login to the helpdesk again even though you were logged into the client area and clicked through. A bit of an annoying 'bug' but the login sharing system we're using between the helpdesk and client area is far from perfect (though better than our previous implementations). This is one area we're stressing to improve though a lot of it relies on WHMCS/Kayako so it is out of our hands.
And Guy, thanks for helping out here with the speedy replies
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