Make support requests accessible online – SOLVED
Implemented
It would make things much easier if you could make support requests accessible online so that you could see everything in context – the initial request (including screenshots etc.) and the subsequent exchange.
As it is, in order to see the images that you included with your request, you have to click on a link, then enter your email address, then download image files one by one.
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Go to the main page of the Help Centre - https://support.captureone.com/hc/en-us
Sign in and then press on your account icon at the top-right corner of the screen.
Then go to My activities -> My requests, where your request history would be shown.
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Thomas,
Are you referring to the "My Activities" enquiry when logged in to your Community account?
In your second paragraph you refer to having to enter an email address. I don't see that using Firefox on Windows 7. Just the regular "New tab" or "New Window", etc. options. As I am logged in don't need to provide an email address to view the attachments related to the conversation.
Links to the images are in the post/email response and, is seems, collected in the Status Summary box at the upper right of the page.
Might what we see be dependent on Browsers used - or perhaps some other settings in out systems? Or perhaps some file types or sizes are only sent by mail?
I half agree with your desire for in line display BUT images can be quite large and the bandwidth/data consumption considerations may suggest that it would be better to leave such downloads as on-request rather than automatic delivery.
This would be especially the case for mobile users on poor connections or with limited/expensive data usage, limited available storage or anyone who simply does not need to see information they have previously provided.
That said, if there are options in the system to allow users to set their own preferences AND if Phase are prepared to fund the cost of the automated always on sharing data delivery then perhaps at some point users could be allowed to tailor settings to their own preferences?
Grant
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I'm referring to support requests you submit to Capture One. Not the community.
In order to access the image files you attach to your initial support request, you need to log in, then you can download them. It would be easier if you could see everything in context in one place.
Though I can't imagine bandwidth being a problem for anyone here, I didn't mean that image files of many mbs should be displayed in full resolution. But it should be possible to display screenshots, for instance.
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But they are your personal account related Support requests and so surely you need to be logged in to access them?
Are you seeing something rather different to what I am seeing?
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Also it seems that this thread should be in the "Issues with the new forum" section?
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"But they are your personal account related Support requests and so surely you need to be logged in to access them?"
What I'm requesting is access to the initial support request and any subsequent exchange. Of course you would need to log in to access such requests.
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"Also it seems that this thread should be in the "Issues with the new forum" section?"
No. It has nothing to do with the forum. I'm not requesting that support requests are made accessible to everyone in the forum. I'm requesting that the person who submits the support request gets access to his/her own support requests online.
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I think the "Forum" in this context and the and the wider Support Community context is the same thing.
Feature Requests are about capture One functionality surely?
When you have signed in to add comments do you see your User Name at the top of the Page next to "Submit a request"?
If you click on that do you see a "My Activities" entry in the drop down list?
I just want to establish that we are seeing the same things.
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"I think the "Forum" in this context and the and the wider Support Community context is the same thing.
Feature Requests are about capture One functionality surely?"
My request here is not about the forum and it's not about the support community; neither is it about feature requests on the forum. It's about the support requests you submit using the "Submit a request" link at the top.
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Thomas,
So are my responses.
Remember my recent comments and the subsequent discussions about "Integration".
Think of the Forum, The "Community" sections - FAQs, etc. - and access to personal Support Requests all being accessed through the same Zendesk "Portal".
That is what the new system offers.
If you access the Community page and look a the updates it presents forum posts, new FAQ articles and entries related to suggestions.
Sign in and it will tend to personalize those into new and "old to you".
If I read a new FAQ article I find I can comment on it. Excellent. I will try not to abuse the privilege.
If I access "My Activities" I can see my Requests and their detailed history. (Also in email of course).
I can see my Contributions of Forum Posts, Community Comments and Article Comments (FAQs).
Across all of the Community I can also manage which posts, comments and articles I am following.
Presumably you can see the same?
I have not spotted an obvious place to make requests about "Community" level enhancements - only the "Forum" suggestions. Given the level of integration and the whole thing being driven by Zendesk I think it may be safe to assume that any suggestions made across the entire "Community" area will filter through to the same Zendesk support resources.
They would, presumably, not be useful for the C1 developers.
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My apologies! – I didn't realize that support requests have indeed been made accessible now.
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Hi Thomas,
I was beginning to wonder if we were working in different Communities!
;)
I'm starting to think it might be time for an on-line Community User Guide - somewhere in the FAQ section perhaps?
I wonder if it exists but has yet to be promoted to the users?
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