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    ZenDesk as Support Portal / My.Miva

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

    Jamie
    Jamie Donaldson
    JSDVS Web Design / Development
    Web Design | Web Development | E-commerce Design & Integration

    #2
    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.
    Thanks,

    Rick Wilson
    CEO
    Miva, Inc.
    [email protected]
    https://www.miva.com

    Comment


      #3
      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!
      Jamie Donaldson
      JSDVS Web Design / Development
      Web Design | Web Development | E-commerce Design & Integration

      Comment


        #4
        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.
        David Hubbard
        CIO
        Miva
        [email protected]
        http://www.miva.com

        Comment


          #5
          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.
          Thank you, Bill Davis

          Comment


            #6
            Originally posted by ILoveHostasaurus View Post
            Obviously, it make no sense to retain MM4 related data and prior.
            Yep. I understand. Too far back and the info would become obsolete.

            Jamie Donaldson
            JSDVS Web Design / Development
            Web Design | Web Development | E-commerce Design & Integration

            Comment


              #7
              Originally posted by William Davis View Post
              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.
              David Hubbard
              CIO
              Miva
              [email protected]
              http://www.miva.com

              Comment


                #8
                I hope the switch to Zendesk won't result in the deletion of all currently open tickets?
                Kent Multer
                Magic Metal Productions
                http://TheMagicM.com
                * Web developer/designer
                * E-commerce and Miva
                * Author, The Official Miva Web Scripting Book -- available on-line:
                http://www.amazon.com/exec/obidos/IS...icmetalproducA

                Comment


                  #9
                  Only yours
                  Thanks,

                  Rick Wilson
                  CEO
                  Miva, Inc.
                  [email protected]
                  https://www.miva.com

                  Comment


                    #10
                    All 76 of them? :^)
                    Kent Multer
                    Magic Metal Productions
                    http://TheMagicM.com
                    * Web developer/designer
                    * E-commerce and Miva
                    * Author, The Official Miva Web Scripting Book -- available on-line:
                    http://www.amazon.com/exec/obidos/IS...icmetalproducA

                    Comment


                      #11
                      What happens if this isn't completed by July 26, 2021?
                      Leslie Kirk
                      Miva Certified Developer
                      Miva Merchant Specialist since 1997
                      Previously of Webs Your Way
                      (aka Leslie Nord leslienord)

                      Email me: [email protected]
                      www.lesliekirk.com

                      Follow me: Twitter | Facebook | FourSquare | Pinterest | Flickr

                      Comment


                        #12
                        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.

                        Comment


                          #13
                          Originally posted by rrauscher View Post
                          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? :)
                          Bruce Golub
                          Phosphor Media - "Your Success is our Business"

                          Improve Your Customer Service | Get MORE Customers | Edit CSS/Javascript/HTML Easily | Make Your Site Faster | Get Indexed by Google | Free Modules | Follow Us on Facebook
                          phosphormedia.com

                          Comment


                            #14
                            Originally posted by Bruce - PhosphorMedia View Post

                            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.
                            Jamie Donaldson
                            JSDVS Web Design / Development
                            Web Design | Web Development | E-commerce Design & Integration

                            Comment


                              #15
                              Originally posted by jsdva View Post

                              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.
                              Leslie Kirk
                              Miva Certified Developer
                              Miva Merchant Specialist since 1997
                              Previously of Webs Your Way
                              (aka Leslie Nord leslienord)

                              Email me: [email protected]
                              www.lesliekirk.com

                              Follow me: Twitter | Facebook | FourSquare | Pinterest | Flickr

                              Comment

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