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What's going on with DO ticket system?

Posted April 16, 2019 2.5k views
CentOSDigitalOcean

The Help stuff is horrible on DO now.

  1. The replies on tickets don’t have a link to get to that ticket (even when I’m logged in
  2. Nor is the reply ticket-enabled (reply to email goes nowhere)
  3. In my own Cloud.DigitalOcean.com web dashboard , if I click on the tire icon for Help, it takes me to “https://cloudsupport.digitalocean.com/s/”. This has FAQ articles and search, which is not what I want. I want my tickets. When I click “Login” in the top of this page, it takes me to some idiotic Salesforce page, which does not work. If I do Forgot Password here, no email is sent, not one.
  4. If I click on the “Contact Support” on the main page, it takes me similarly to the same SalesForce login page.

What’s up? What’s going on?

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NearlyNormal

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jarland April 16, 2019

Hey friend,

I’m sorry about the trouble this is causing for you. Myself and another team member tried to replicate the behavior that you’re experiencing and we could not. I’m especially concerned about you seeing anything directly salesforce related, that shouldn’t be happening. I want to break down the rest of my response for the four items you outlined, so that I stay on topic:

  1. You should be able to send an email reply if necessary.

  2. This should only be the case if Google is routing all emails from you to spam folders (since we don’t import the spam folder), which may be worth testing on a Gmail account to see. I’ve seen this happen quite a few times actually and it is something you would want to be aware of if it is happening.

  3. I would love a screen recording of this as well as a description of browser, version, and browser extensions used. If you are willing, email jdonnell@digitalocean.com and we’ll work it out.

  4. Which page is that? I’m not visualizing it (edit: Nevermind, found it, reporting to team). My go-to for a backup contact is this: https://www.digitalocean.com/company/contact/#support

Thank you for your help in identifying problem areas with this.

Jarland

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  • dohrventures April 16, 2019

    I’m having the exact same issue, I’ve emailed you with a description and screenshots

    Reply Report
  • jarland April 16, 2019

    Quick update to this. We did identify that clicking “Contact Support” at the bottom of the cloudsupport page, before logging in to the support portal, causes the page to direct to a salesforce login. This is not intended and we are working on deploying a fix to this (it’s more complex than one might reasonably assume). In the meantime, that can be remedied by clicking Log In in the top-right corner of the cloudsupport portal before clicking Contact Support.

    What we have not yet replicated, and I appreciate any help in doing, is the case where clicking “Log In” in the top right corner of the cloudsupport portal takes one to a salesforce page.

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