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How can we improve DocuWare Support?

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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…

    6 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

    • Update the Forum so that we can search our own questions/responses

      Would be great if the DocuWare forum had the ability to see all your questions/responses. Basically like having your own profile. I believe just having the search capability within the forum would be a huge benefit. Instead of just clicking through trying to find something.

      4 votes
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        2 comments  ·  Support Forum  ·  Flag idea as inappropriate…  ·  Admin →
      • I suggest you publish all known issues, for your certified techs, DSC's.

        Ex., Failed Upgrade (DW6.8-DW6.12) for a customer where the internal database v1 would not upgrade past DW6.9. DocuWare Support indicated it was a known bug where the v1 db couldn't survive multithreading used by the newer DBUpgrader. I couldn't find it in publication anywhere although DWSupport obviously knew it. And the published upgrade path indicated any upgrade could be direct from DW6.6-DW6.12 w/o caveat!

        This is the kind of thing the certified techs deserve to know and/or be able to research. (The absence of this known info hurts the customer in down-time and impression of unreliability at future upgrade time;…

        3 votes
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • 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…

          2 votes
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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.

          • put screen shots in english

            Your page "How to Set Up new select list" has the first screen shot in english and then it transfers to a different language that I cannot read.

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