ZenDesk as Support Portal / My.Miva

[jsdva]

So, will you be keeping our past support tickets? Or, will we be starting anew?

Jamie

[Rick Wilson]

I believe we're keeping all open tickets and possibly up to a year (or so) of past tickets. Don't quote me though, I'm not in the weeds on this process. I've asked TAC to chime in and give you specifics.

[jsdva]

Thanks Rick. Well, a year is better than nothing. I tend to refer back to support tickets when need be. So whatever I can get would be great!

[ILoveHostasaurus]

It's unlikely very old tickets will be imported, but we'll retain the data internally for a period of time. Due to the sheer volume, there is not a practical way to audit each ticket before import to arrive at a determination of whether they contain data that needs redaction or purging for any number of reasons. This will be easier to manage in the new system, but it will likely also include a reasonable expiry date going forward.

[William Davis]

I would have thought Miva would keep relevant data in order for its support staff to use it as an internal knowledge base for when similar issues arise with another customers that is out of the ordinary and facilitate training new technicians. Obviously, it make no sense to retain MM4 related data and prior.

[jsdva]

Obviously, it make no sense to retain MM4 related data and prior.

Yep. I understand. Too far back and the info would become obsolete.

[ILoveHostasaurus]

I would have thought Miva would keep relevant data in order for its support staff to use it as an internal knowledge base for when similar issues arise with another customers that is out of the ordinary and facilitate training new technicians. Obviously, it make no sense to retain MM4 related data and prior.

We have an internal knowledgebase independent of the helpdesk that we use for that purpose. The helpdesk, even with an excellent search, does not work well for that because it often receives numerous support requests on the same subject, so one search could turn up hundreds or thousands of matching tickets and not necessarily the one you were looking for.

[Kent Multer]

I hope the switch to Zendesk won't result in the deletion of all currently open tickets?

[Rick Wilson]

Only yours

[Kent Multer]

All 76 of them? :^)

[lesliekirk]

What happens if this isn't completed by July 26, 2021?

[rrauscher]

Hi Leslie- nothing is changing today but it will be within the next ten days or so. Please ensure you're set up on our clients' my.miva accounts as soon as practical.

[Bruce - PhosphorMedia]

Hi Leslie- nothing is changing today but it will be within the next ten days or so. Please ensure you're set up on our clients' my.miva accounts as soon as practical.

All 60 of them? :)

[jsdva]

All 60 of them? :)

Agreed. Too many. What about those who design/develop Miva stores? Do we never get to contact support on our own again? How do those of us with Miva developer stores (not a store owner) get with Miva support?

I just got the email and pdf that detailed July 26, 2021.

[lesliekirk]

Agreed. Too many. What about those who design/develop Miva stores? Do we never get to contact support on our own again? How do those of us with Miva developer stores (not a store owner) get with Miva support?

I just got the email and pdf that detailed July 26, 2021.

That's a question I asked too. I keep getting a notification of what I must do but I don't have any sort of My.Miva associated with my dev store that was set up by Miva.