PLEASE NOTE: These forums are no longer utilized and are provided as an archive for informational purposes only. All support issues will be handled via email using our support ticket system. For more detailed information on this change, please see this blog post.

Any Priority Support?

  1. tensegrity
    Member

    Hi,
    I've submitted 2 questions now via priority support (i have the dev license)...and i haven't received any support as of yet. It's been about 1 1/2 weeks for the first question and 4 days for the 2nd question (which is just the 1st question repeated)...where's this priority support?

    Posted 10 years ago on Saturday February 25, 2012 | Permalink
  2. Jamie M
    Member

    That's somewhat unusual. What was your question? Did you have a thread on the forum too?

    Posted 10 years ago on Saturday February 25, 2012 | Permalink
  3. Are you submitting these using the Priority Support request form? If so, what name and email address did you use when submitting the form?

    There are no outstanding Priority Support requests from prior to this weekend that have not been replied to. I did a search of the ticketing system using the email address associated with your Gravity Forms support site login and there are no tickets in the system. I also did a search for anything with the domain name from your email address, again no tickets. See this screenshot:

    http://dl.dropbox.com/u/185347/Slingshot/Pictures/Screen%20Shot%202012-02-25%20at%204.06.46%20PM.png

    Just to be sure I also did a search of all Gravity Forms entries for the Priority Support form (which sends the notification to the ticketing system to create the ticket) and again there were no results for tickets submitted with your email address. See this screenshot:

    http://dl.dropbox.com/u/185347/Slingshot/Pictures/Screen%20Shot%202012-02-25%20at%204.09.22%20PM.png

    I also searched both the HelpScout ticketing system we use and the form entries for the Priority Support form for any entries submitted using the first and last name used to purchase the license, again no ticket or form entry was found.

    Did you receive an automated email autoresponder when you submitted your Priority Support request acknowledging it had been received? If so, forward it to me at carl@rocketgenius.com so I can take a look at it.

    If you used a different email address than what is associated with your account, let me know. Because right now I see no tickets in the 3rd party ticketing system, nor form entries for the Priority Support form using your email address.

    I do see that you have posted on the support forum. If you are referring to your support forum posts as Priority Support... then be aware that the support forum is NOT where priority support requests are submitted. Priority Support requests are submitted via the Priority Support form and only the Priority Support form. A link to the Priority Support form is located in the sidebar navigation on the right side of the support site.

    Posted 10 years ago on Saturday February 25, 2012 | Permalink
  4. Jamie M
    Member

    @Carl: Good to see that you're using Gravity Forms for Priority Support ;)
    Also, I know this is completely off topic, but have you had a chance to see if you can get that cookie script working?

    Posted 10 years ago on Saturday February 25, 2012 | Permalink
  5. @James I have taken a look at it but need to do more work with it. There is another scripts I have seen also that i'm going to look at. I'll need to discuss it further with our lead developer to determine what will and won't work based on how those scripts operate. I'm hoping to get it taken care of at the beginning of the week. This week was extremely busy for me with the 1.6.3 release.

    Posted 10 years ago on Saturday February 25, 2012 | Permalink
  6. Jamie M
    Member

    Thanks Carl, this is very much appreciated as I'm sure you're aware and I know that many people would also like this capability. The benefit of the script I sent you was that the Gform itself, in theory, wouldn't need to be modified. I've been trying in vain to get this working, so perhaps I'm relying on too much "theory". Anything's possible with coding though! :)

    Posted 10 years ago on Saturday February 25, 2012 | Permalink
  7. tensegrity
    Member

    Carl,
    I believe i used my personal email when submitting to the priority support form (not the forum). I'm sending you an email with the email i used. Even if I didn't use the "right" email, wouldn't you still get those requests anyway?

    Posted 10 years ago on Sunday February 26, 2012 | Permalink
  8. @tensegrity I see that you submitted a request via the Contact Us form on February 12th. The Contact Us form is NOT monitored for support requests and is not supposed to be used to request support. This is clearly stated on the Contact Us page here in a large yellow box:

    http://www.gravityhelp.com/contact-us/

    It states on that page in the large yellow box above the form:

    "This contact us form should not be used for support requests. Support requests sent via this form will be ignored so please use the support forums or priority support form (developer license holders only) if you need plugin support."

    With both the support forum and priority support mentions in that notice linking to the appropriate support channel.

    So you didn't receive a timely response because you didn't submit it using Priority Support ticketing system. In the future, please make sure you use the proper support method to ensure that you receive a timely response.

    Posted 10 years ago on Monday February 27, 2012 | Permalink