Feature Request - Case Management

[MiniWalks]

Hi Veeam and other guru's

Can we please raise the issue of problem/support management? In that i would like to see an upgrade/change to the Support Portal on Veeam.Com whereby users from the same organisation can see tickets raised by others in the same organisation. This is extremely limiting and hard to manage when people are away/sick/resign and jobs get lost.

Currently:
Org-A User-1 Logs the ticket
Org-A User-2 Cannot See or Update the ticket in the portal.

Ideally all members of the same organisation would be able to see the tickets and the history of the tickets also, which would potentially reduce duplicate tickets for Veeam support.

Can someone in Veeam please look into this and take it seriously?

Kind Regards,
Matt Walker

[Gostev]

Hi, Matt. This seems like a valid request to me. I've escalated this to our support management. Thanks!

[MiniWalks]

Hi Gostev,
Thanks so much for that, i look forward to hopefully a positive outcome

Thanks and Regards!
Matt

[Gostev]

Answer I've got:
Oh, you can't imagine how cool the new version of the web portal will be! Stay tuned ;)

[cjack03]

+1

[MiniWalks]

Thanks Gostev, any ETA?

[MiniWalks]

Still waiting on this guys, new support web portal doesn't deliver


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[MiniWalks]

Hi Guys,
A month and still no reply to the above?
Please help your customers who have multiple backup admins!


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[foggy]

Hi Matt, this functionality is still in the works.

[MiniWalks]

Hi Foggy,
Great to hear it's in the works, are we able to get a rough ETA?

Thanks!


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[foggy]

Several months will be rough enough.

[larry]

We are slowly moving our support IDs over to a group email account. Such as VeeamAdmins@ourcompany.com. Then assign people to the group. Any admin can reset the password, open tickets and see history company wide. Now the team can gain access to downloads and other resources. As the team leader I also see all the tickets any admin opens. The only pain point is passwords.

[MiniWalks]

Larry, I can appreciate doing that, however organisations shouldn't have to.
The simple fact is when you register for Veeam they allocate you against the account based on the domain in your email, so I can't see how it's too hard to assign tickets the same way.

Generic accounts like the suggested is against our guidelines set forth by the Dept of Health


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