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[Post New]02/08/2011 14:18:59
    Subject: SysAid communications
[Up]
matthys70
Super SysAider

SysAider from release 7.5 Netherlands
Joined: 18/04/2011
Messages: 74
Offline
Not sure where to put this, but wonder what experiences other community people have....

I am using the SysAid 7.5.06 Free Edition and most issue I address in the forum.
But sometimes I also contact the SysAid helpdesk by Email (sometimes on their request)...

But I have many time I get emails with no good information ... like:
An email was recently sent to you by a SysAid support representative regarding service request #xxxxxx. Please reply back to email.

If for some reason you didn't receive the email, please reply to this email and we'll send it again.

There was no other email and these lines don't say anything... it just says an email was send.
Like, I send you an Email that I send you an Email....
It is confusing me a lot... do I need to reply on these kind of message or not?

I recently also had a new SR created by SysAid on an issue I wrote on the Forum.
But got a strange feeling about it, as it was not to solve the issue ... but advising to upgrade to Pro Edition.

I wonder if other people with the Free Edition experience this as well?

Thanks,
Matthijs
[Post New]04/08/2011 09:51:34
    Subject: Re:SysAid communications
[Up]
Ori
SysAid Customer Relations


Joined: 17/04/2008
Messages: 298
Offline
Hello Matthijs,

When providing a service, the most important thing is that your end users will receive the answer.
We, here in SysAid support team provide answers to our customers using emails.
SPAM filters are our biggest challenge.
In some cases when our support representative sends out our respond it is identify as SPAM in your inbox. The automatic respond is just our backup to make sure you will check if you receive our answer or not.
I do agree that maybe we should change the text to reflect that.
In any case please post back and let us know what question you would like to address so we will be happy to provide you a possible solution.

Best Regards.
Ori Sharon.
[Post New]05/08/2011 06:34:07
    Subject: Re:SysAid communications
[Up]
matthys70
Super SysAider

SysAider from release 7.5 Netherlands
Joined: 18/04/2011
Messages: 74
Offline
Maybe it would be nice to have a link to a SR where you can see all communication, instead of writing email on email?
Or is this something which is already possible?

I just wonder as I know MS is doing so as well...

Just another question ... what if I didn't receive the fist email and only the mail with an email has been send?
SysAid will resent the message which I didn't receive? Should you not consider why these email will be seen as SPAM?

Thanks,
Matthijs

This message was edited 1 time. Last update was at 05/08/2011 06:34:38
[Post New]08/08/2011 09:32:38
    Subject: Re:SysAid communications
[Up]
Ori
SysAid Customer Relations


Joined: 17/04/2008
Messages: 298
Offline
As a SysAid client, you should have a user name and password to login our website to submit requests. On the End User Portal, you can see all your service requests history. On that page, you can
view all previous communications and also to submit new comments (in the notes area).

If you don't have/remember your login credentials, please send us an email to helpdesk@sysaid.com and we will provide you your new credentials.


In case you didn't receive the first email, we will be glad to send it again.. if, for some reason, the mail went into your spam/junk folder, you can add an exception to allow emails from @sysaid.com address. Since this configuration
is on your mail server, there's nothing we can do to handle that.

I hope i provided you an answer for this.

Best Regards.
Ori Sharon.
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