Feature Request - Case Management

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Feature Request - Case Management

Veeam Logoby MiniWalks » Tue Feb 16, 2016 10:20 pm 1 person likes this post

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
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Re: Feature Request - Case Management

Veeam Logoby Gostev » Tue Feb 16, 2016 10:29 pm

Hi, Matt. This seems like a valid request to me. I've escalated this to our support management. Thanks!
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Re: Feature Request - Case Management

Veeam Logoby MiniWalks » Tue Feb 16, 2016 10:49 pm

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

Thanks and Regards!
Matt
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Re: Feature Request - Case Management

Veeam Logoby Gostev » Wed Feb 17, 2016 12:52 pm 2 people like this post

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

Veeam Logoby cjack03 » Wed Feb 17, 2016 3:53 pm

+1
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Re: Feature Request - Case Management

Veeam Logoby MiniWalks » Wed Feb 17, 2016 9:47 pm

Thanks Gostev, any ETA?
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Re: Feature Request - Case Management

Veeam Logoby MiniWalks » Mon Sep 05, 2016 8:27 am 1 person likes this post

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


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Re: Feature Request - Case Management

Veeam Logoby MiniWalks » Sun Oct 02, 2016 9:24 am

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


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Re: Feature Request - Case Management

Veeam Logoby foggy » Mon Oct 03, 2016 10:55 am

Hi Matt, this functionality is still in the works.
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Re: Feature Request - Case Management

Veeam Logoby MiniWalks » Mon Oct 03, 2016 10:58 am

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

Thanks!


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Re: Feature Request - Case Management

Veeam Logoby foggy » Mon Oct 03, 2016 5:08 pm

Several months will be rough enough.
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Re: Feature Request - Case Management

Veeam Logoby larry » Mon Oct 03, 2016 6:20 pm

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.
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Re: Feature Request - Case Management

Veeam Logoby MiniWalks » Mon Oct 03, 2016 8:46 pm

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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