ZenDesk as Support Portal / My.Miva

[ids]

I have a guess. You can likely request a my.miva account of your own. It's worth asking anyway.

Scott

[ILoveHostasaurus]

A my.miva account is required to open requests in the new support system as that is where authentication to the new system occurs.

A contact with appropriate rights for a particular business entity in my.miva must add third parties who can open support requests on behalf of that entity. This change ensures that our customers can explicitly authorize, audit, or remove authorization from, their own list of individuals whom they want to have initiating support requests on their behalf. We understand the effort that will be required for any third party who may have numerous relationships with mutual customers, if they want to be proactively authorized for support access with every mutual customer. However, such an explicit authorization is the only method to ensure the access is currently authorized; we can't make assumptions on who might be authorized based on historical data.

Support for software instances deployed for development / testing purposes, whether that is a store in the developer training domain, or other custom configuration deployed outside of our normal subscription system, will require a custom my.miva account that has no paid services attached. Our support staff can take such requests by phone and have them configured, possibly in real time while on the call.

[lesliekirk]

A my.miva account is required to open requests in the new support system as that is where authentication to the new system occurs.



Support for software instances deployed for development / testing purposes, whether that is a store in the developer training domain, or other custom configuration deployed outside of our normal subscription system, will require a custom my.miva account that has no paid services attached. Our support staff can take such requests by phone and have them configured, possibly in real time while on the call.

Can we just send them an email?

[ILoveHostasaurus]

That will work currently prior to the Zen cutover.

[jsdva]

Can we just send them an email?

So happy! I am now set up, Leslie. Only took a few minutes by email.

[lesliekirk]

So happy! I am now set up, Leslie. Only took a few minutes by email.

My own My.Miva was easy - the dev site took a little explaining (since it was set up under a different email address) but it sounds like Laura got me figured out.

[Bruce - PhosphorMedia]

If a client is setting up a local user account in their My.Miva, does that account need any specific level of permissions?

[lesliekirk]

Question - where do we report issues with the new support system? I already have 3.

[ILoveHostasaurus]

That would be best handled via a support ticket dedicated to those issues so our staff can work through them with you, or by phone if the issues are preventing you from opening a ticket.

[Kent Multer]

I just logged in to my.miva to check on the new support features. I have several open tickets, but the my.miva page only shows one.

For that one ticket, the number and the title have been changed, so I'm not exactly sure what it refers to.

When I click the link to view the ticket, I get this: (attached)

[lesliekirk]

I just logged in to my.miva to check on the new support features. I have several open tickets, but the my.miva page only shows one.

For that one ticket, the number and the title have been changed, so I'm not exactly sure what it refers to.

When I click the link to view the ticket, I get this: (attached)

Me too! So I opened a ticket for it. I "think" mine has been figured out but I had to open a ticket for it.

[lesliekirk]

That would be best handled via a support ticket dedicated to those issues so our staff can work through them with you, or by phone if the issues are preventing you from opening a ticket.

I did. One issue has been resolved. One issue may or may not be browser related - I didn't select one of the drop down items, clicked submit, got the expected error but when I went back to the page all of the info I had entered was gone.

[Kent Multer]

The new system apparently only allows me to view open tickets. There are times when I want to review older, closed tickets; and it was easy to do in the old system. Are you going to provide a way to do that?

[ILoveHostasaurus]

In the upper right corner of "My Requests" there should be a Status box you can drop down to include Solved.

[Kent Multer]

Where is "My Requests?" I don't see that on the my.miva home page or on the Support page.