Infragistics Forums

Many of you have been asking for updates to the system we use to track support requests for some time.  For nearly as long, we've answered that we're working on some of these changes.

Well, those promised changes are now available.

This morning, Infragistics launched a new support tracking system.  It has a number of new features and capabilities over our older system, meant to make it easier for you (our customers) to communicate with Developer Support, and to make it easier for Developer Support to gather, track, and communicate information with you.

Below are some of the new features that you'll see in the new system:

• Web-based interface.  Our old system worked primarily on exchange of email messages, which can get delayed in transit, blocked by security software, or simply lost.  We still send out email notifications when we update a case, but we now use the web interface to allow for you to update your cases.  Even if an email message from us doesn't reach you, you'll still see your updates via the web interface.
• Full case history shown on the web-based interface.  You can now view the full history of your cases, without having to track an email thread.
• Attachments available via the web-based interface.  No longer will you need to track down a particular email that contained a particular sample.  Instead, you can download attachments (such as sample projects) sent by Developer Support via the web-based interface, and upload attachments to us in the same fashion.
• Improved web submission page.  Instead of tracking your product license keys, you pick the product for which you're requesting support, and we take care of the rest.  There's no need to waste time giving us all the nitty-gritty details; we can get them ourselves!
• HTML text.  You can enter HTML whenever you submit or update a case, and the text you enter will be formatted appropriately.
• Automated status updates.  The status of your cases are updated automatically as we perform actions on them, or as you provide updates.

Of course, we still have our phone and live chat support services, for customers who have purchased our priority support service.

Any new support requests logged, whether via web submission, phone, or live chat, will be put into the new support system.  We'll continue to use our older system for the next couple weeks, for any support requests that have had any activity.  After that point, we'll start importing these support requests to the new system once there is any activity.  If you logged a request under our older system that hasn't yet had any activity, we'll migrate it to the new system as part of the first update we send to you.  Finally, if you'd like a still-open incident from the old system to be migrated to the new system before this timeframe, simply include this request in your update to Developer Support, and we'll port it over.

Want to take a look at the new system?  Use the "View My" menu from our website and select the "Support Requests" menu option to see any support requests you've logged, or the "Get Help" menu and "Ask For Help" option to submit a new request.  A link to the submission page is also provided in the "Product Support" section of the Get Help of our website page.

If you have feedback on the new support system, we'd love to hear it!  Please send us an email at dsmanager@infragistics.com.