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  1. Email associated with support cases

    1. ADPs have more than one technician dealing with support.
    2. Individual technicians may be absent from service for any kind of reason.
    3. Remaining technicians at the office will have to proceed with all pending support tasks
    4. If reply emails from DW support are only sent to the email address of the individual technician that opened the support case and he is not in, nobody else is alerted.
    5. If it was possible, at the time of opening a support case, to define an email address other than the one belonging to the individual technician it would be…

    4 votes
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      0 comments  ·  Support Portal  ·  Flag idea as inappropriate…  ·  Admin →

      Dear Joao!

      Thank you for your idea. As we are working on a new support portal solution at the moment (release planned mid of 2017), we will also think about to solve that use case too. If you cannot wait, we may can configure a workaround for you. Please get in contact with me directly if you are interested.

      Best Regards,

      Matthias Wieland
      Sr. Director Support EMEA

    • Make it easier to contact support - this is ridiculous

      HELP.

      I Can't contact your support becuase you near enough make that impossible. A simple link to ask a question would be great.

      1 vote
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        0 comments  ·  Support Portal  ·  Flag idea as inappropriate…  ·  Admin →

        Hello!

        Thank you for your feedback. In order to improve our services it would be great to know a bit more about where you had problems raising a question to our support. Thanks in advance.

        Mit freundlichen Grüßen | With best regards


        Matthias Wieland
        Senior Director Support EMEA

      • Make all of a customer's historical tickets available to existing Partner.

        When a customer is taken over by a new Partner, or, when Partners merge, DocuWare Support Portal tickets for the customer cannot be assessed by the 'new' Partner. Note that no change was perceived by the customer for the customer/Partner relationship. But tickets became unavailable to the Partner and hence the customer relationship.

        For example, if I work as a DSC for Partner1, who merges with Partner2, tickets that I created for Partner1 customers, do not show up after the the merger, only Partner2's.

        As another example, Partner1 releases customers who are picked up by Partner2. However, Partner2 cannot access…

        1 vote
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          0 comments  ·  Support Portal  ·  Flag idea as inappropriate…  ·  Admin →

          Dear Jon!

          Thank you for your idea. We have to think about that idea carefully because for some use cases me might run into data security issues which may not allow us to show customers data of historical cases to a new partner.

          But for single instances we are able to make tickets available in the portal. Please contact the support team in order to get access.

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