3 replies to this topic

[Alejandro Méndez]

Is there some format to create new support tickets? what i mean is, can i send and email to generate a new support ticket without enter to bran site?

Thank you

[Andy Johnson]

Hi there Alejandro,

Around 6 weeks ago we decided to make all tickets available only in brain (as it provides better security).

This includes submitting a new ticket and replying to tickets.

[Alejandro Méndez]

Andy,

I understand the security issue. But maybe some API access that must be authenticated to submit a new ticket could be useful.

The problem is because the servers often go with high load avg and the duration is for 30min-1hr, so, if we could report this inmediatly through some monitoring system and submit a ticket through an API maybe the issue could be resolved quickly.

Thank you Andy.

[Andy Johnson]

Hi Alejandro,

I'll bare that API suggestion in mind, although logging in only takes 20 seconds. We made the update also to keep email footer information and previous messages trailed in emails out of the tickets. Makes a much cleaner thread message style between customers and eleven2.

And our 24/7 technicians monitor our servers constantly, so if load crops up on any servers, we're instantly on it.