Trouble Tickets

Question

Here is my experience so far with the "new" ticket system

fill out form - easy

recieve email - quick

respond to email - ???

follow-up - seems like support team doesn't get my responses....

help - none

problem resolved - personally

Support - unsatisfactory

EchoDelta · Answer

When I hit reply in Outlook, I get : "SolarWinds, Inc." support@solarwinds.net

mark_wiggans · Answer

Thanks for the info. I'm not sure why you are getting that email- The only way to get that email is to email support@solarwinds.net

The case reply should be going to a long case address like this one...

ns.JPG

EchoDelta · Answer

resolved myself, node with DHCP and no IP set hanging the polling engine at 93%

everytime I repley to a SW message, I recieve :

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/support and 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

So how do I reply?