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New Way Support Requests are Sent

NasaGeek

I got this from Solarwinds support today. It seems there is nothing new about the online ticketing system. Perhaps they no longer want us to call in our tickets and are just beating around the bush about it. Or perhaps it is because support has been burdened with faulty/buggy products and can't keep up with the workload. I should know, I currently have two tickets that can't be resolved and our NPM has not worked right since we upgraded to 9.5. I really hope they can get NPM cleaned up because it is a good product when it is working right.

Please do not reply to this email as it is an unmonitored address.

As an ongoing effort to better serve our customers we have changed the way support requests are sent to SolarWinds.

Please use our new ticket system by filling out the online form here: http://www.solarwinds.net/support/ticket

Using this online form will get your issue into our case management system and assigned to a Technical Support Rep. immediately, which will reduce the time it takes for us to contact you with a solution.

You can also submit your support request by copying and pasting this link into the address bar of your browser: https://forms.netsuite.com/app/site/crm/externalcasepage.nl?compid=638609&formid=12&h=3d0552f20b2e9bd6580b

Or you can go to http://www.solarwinds.net/supportand select the “Submit a Ticket” link on the left side of the page.

SolarWinds Support Team

Visit our User Support Forum "Share ideas, find solutions"

http://www.thwack.com

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ecklerwr1

@NasaGeek

Any tip on which of the methods seems to be the best way to go when opening a ticket?

http://www.solarwinds.net/support/ticket

https://forms.netsuite.com/app/site/crm/externalcasepage.nlcompid=638609&formid=12&h=3d0552f20b2e9bd6580b

http://www.solarwinds.net/support I assume this is the same as the first one... looks like SW's outsourced the CRM to netsuite looking at the second link. I'm wondering if it's the same or better to go directly to the netsuite link vs. /support/ticket? Any thoughts?

byrona

I personally always use the solarwinds.net/.../ticket which works fine.

I will mention that it's really hit and miss with their support. Either I get great support right away or I end up waiting for weeks for any resonable response at all as I am currently doing with a ticket right now.

This is why I prefer the forums and use Support as my last resort.

njoylif

keep in mind that you will get this everytime you upload using leapfile.

SW, maybe you want to look at this auto email as we are told to use support@solarwinds.net to upload files and we always get this email in response.

FYI

MarieB

Hi James--

I checked with support here and from what I understand, you receive the message you provided only when you send an email to support@solarwinds.com. The message is a standard message that Solarwinds has used for years.

If you have a case open, the fastest way to get a reply is to reply to the case email. This serves a double purpose--in addition to getting you a faster response, it also appends your email to the case log so that support can have a comprehensive picture of your case.

Bill, just to let you know, we use NetSuite, but we don't have not outsourced our CRM to them.

James, if you are feeling support frustration, you are welcome to PM me and I'll do what I can to help you.

Also, I've alerted the directors of Worldwide and North American support to this post as well as the manager of Information Development, who oversees the management of thwack. So all of them are aware of your concerns.

HTH,

ecklerwr1

Thanks for the quick response Marie... you do a great job moderating a group like us :} and ur dog is pretty cool too.

EDIT:

njoylif's dog is also noteworthy :}

MarieB

No problem, Bill, thx.

Yay doggies everywhere.

Mindy

Thanks for the feedback on support. A couple of comments related to this thread:

1. Please use http://www.solarwinds.com/support/ticket/ to submit an online support case.

2. If you reply to the case message, you shouldn’t see the bounce message.

3. I’ve changed the rules on the bounce message so you should stop seeing those on leapfile submissions. Thanks for letting me know that was happening.

4. If you are frustrated with how a support case is being handled, please ask the Support Rep to escalate the case. We’ll be glad to review it and see if something can be done to improve things.

Thanks,
Mindy