ZenDesk as Support Portal / My.Miva

[Laura Schindler]

Hi Terri,

Any open tickets would show up on the Home screen in my.miva. You should also see an option to submit a new ticket under the Support option in the left hand navigation menu. You can also still email [email protected] directly. I don't see any current open tickets for you. Unfortunately we aren't able to provide access to your ticket history in Kayako, but we are retaining that for internal reference.

Please let me know if you have any questions.

[charmandhammer]

right before the zendesk switch I recall seeing info on the admin store panel ... but I didn't dive into that at the time. now that I need to use support, I cannot find where the zendesk info is. I can access my.miva... but from there I cannot find where zendesk is, where my open tickets are. etc? Is that zendesk info somewhere? Thank you.

[lesliekirk]

Must every ticket be confirmed? If so, I must confess I find that new process annoyingly cumbersome unless I am missing something.

I realize there security concerns, which I support, but if the originating email address has already been confirmed once there should be no need to confirm each ticket, again unless of course I am missing something. Heck none of my financial institutions make me do something similar to that for every time to move money. At least give users an option if they wish to confirm each ticket like some credit card companies do for each transaction.

I must be missing something.

I think I now understand your question / concern. I am very used to submitting a ticket via email. I can't remember when the last time I ever used the web page portal. Email is just easier. But I assumed once I was confirmed I would be good to go, but as Rick pointed out email addresses can be spoofed. In the mean time an urgent ticket sat until I confirmed the request. At least the system reminded me 3 times that I needed to confirm the request

[ILoveHostasaurus]

I tried all the options on that Status menu, and none of my old tickets are in there.

Are you referring to closed tickets in the new system, or tickets from the prior helpdesk? No tickets from the prior system will be brought forward.

[lesliekirk]

I tried all the options on that Status menu, and none of my old tickets are in there.

Are they supposed to be there? I don't have any either. Just the new ones.

[Kent Multer]

The way to do that is start at the new helpdesk, which may take you to my.miva to log in, but from the new support home page at https://support.miva.com you'd click your name in the upper right, and "My Activities" from the drop down. This will place you on the My Requests screen where, if it isn't already set, you can adjust the drop down to include Solved.

Screen Shot 2021-08-19 at 10.34.31 AM.png

I tried all the options on that Status menu, and none of my old tickets are in there.

[William Davis]

All makes sense. I did not know the From email address could also be spoof like the From alias name -learn something new every day.

[Rick Wilson]

but if the originating email address has already been confirmed once there should be no need to confirm each ticket

From email addresses are trivial to spoof.

[ILoveHostasaurus]

You can open a ticket via the web interface if you'd like to bypass that step. You'd authenticate once, type the same content you'd have typed into your email software, and click submit. It would not require further authentication and you can correspond via email on that given ticket once the initial creation has occurred.

The initial authentication on a per-ticket basis is because our system is built to support business entities with any number of staff who may or may not be approved to interact with Miva staff, or perhaps are only approved to interact with Miva for certain aspects of the business relationship, such as billing but not technical, permission to add additional support users vs being one of those additional users, or even a situation where the entity in question chooses to use their own authentication system for their staff where they want each new interaction to go through that process to satisfy their own auditing and logging requirements. Changes may occur between the times of one interaction to the next, and we need to validate that everything is still granted for the subsequent interaction. This is far different than a one to one relationship that you may have with a financial institution where the assumption is you're the one and only account holder, with no concept of levels of access, etc.

[William Davis]

Must every ticket be confirmed? If so, I must confess I find that new process annoyingly cumbersome unless I am missing something.

I realize there security concerns, which I support, but if the originating email address has already been confirmed once there should be no need to confirm each ticket, again unless of course I am missing something. Heck none of my financial institutions make me do something similar to that for every time to move money. At least give users an option if they wish to confirm each ticket like some credit card companies do for each transaction.

I must be missing something.

[ILoveHostasaurus]

The way to do that is start at the new helpdesk, which may take you to my.miva to log in, but from the new support home page at https://support.miva.com you'd click your name in the upper right, and "My Activities" from the drop down. This will place you on the My Requests screen where, if it isn't already set, you can adjust the drop down to include Solved.

Screen Shot 2021-08-19 at 10.34.31 AM.png

[Kent Multer]

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

[ILoveHostasaurus]

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

[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?

[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.