Hello, folks.

A bug was discovered recently involving our online Help Desk system. This bug effectively prevent clients from accessing their support tickets or editing them via the Web.

Our support and systems teams are aware of this issue and are working towards a remedy for this soon.


DETAILS
This impacts clients who wish to access their previously opened tickets or to update a previous support ticket.

When a client clicks the link to access their support tickets, they are redirected to the FuseBox Knowledge Base instead of an unhelpful error message.

In lieu of this, we recommend you write down the support ticket number when you create a ticket and to follow-up, please call our support team.

We are planning on fixing this issue very soon, thanks for your continued patience and understanding!

Our support team CAN fix this issue manually for you -- please file an Online Support ticket and include the following information:
* Your Name
* Your Application URL (e.g., "acme.infusionsoft.com")
* Your User ID (Setup > Users) and the number in the ID column.

A support representative will fix the problem on the back end and inform you when you can access your support tickets.

SCOPE: All Infusionsoft clients
SEVERITY: Medium
ETA: Unknown

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If you need further assistance, please contact our support team.
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~Joe

UPDATE: The inability to update support tickets via a Save button is still being worked on. We are tentatively expecting this to be resolved next Tuesday on 10/14/08.

~Joe

UPDATE: This bug will be fixed Tuesday evening (10/14). Thanks for your patience!

~Joe

Resolved, and tested to be working.

Further issues with accessing your support tickets should be directed to our Support team for further assistance.

~Joe