Personal E-Mails not accepted
Posted: Fri Jan 19, 2018 7:40 am
Unfortunately, recently we've started to see messages arriving at E-Mail addresses, which are not available for use by Prohashing customers for support issues. I wanted to let people know that we'll be updating our documentation soon to make clear that, beginning tomorrow, messages sent to these E-Mail addresses will either be ignored or will receive canned replies asking for a support ticket to be created.
Creating a support ticket is important for multiple reasons. First, it allows the person who is most qualified to address the problem to be assigned it, rather than the person who received the E-Mail having to direct the message to someone else. Second, until we get the Comcast Enterprise connection installed, it is not possible for us to reply to some customers by E-Mail due to spam blocking. We also need to be able to track support requests so that it can be verified that they are resolved; we have 280 tickets right now that, every day, we review some of and close once we've determined they are definitively fixed. The support ticketing system requests specific data that is necessary to resolve tickets, as well.
Finally, it isn't fair to other customers for us to answer support requests that come by E-Mail in a different order than those who take the time to submit tickets through the ticketing system. We always make sure to address tickets, as much as possible, in the order they are received, to be fair to customers.
Thanks for your understanding!
Creating a support ticket is important for multiple reasons. First, it allows the person who is most qualified to address the problem to be assigned it, rather than the person who received the E-Mail having to direct the message to someone else. Second, until we get the Comcast Enterprise connection installed, it is not possible for us to reply to some customers by E-Mail due to spam blocking. We also need to be able to track support requests so that it can be verified that they are resolved; we have 280 tickets right now that, every day, we review some of and close once we've determined they are definitively fixed. The support ticketing system requests specific data that is necessary to resolve tickets, as well.
Finally, it isn't fair to other customers for us to answer support requests that come by E-Mail in a different order than those who take the time to submit tickets through the ticketing system. We always make sure to address tickets, as much as possible, in the order they are received, to be fair to customers.
Thanks for your understanding!