Attachments to support center threads

[jeth]

Elsewhere it has been stated that after some number of posts to the community forms you are allowed to post attachments.

I think it would also be useful to be able to do that when creating or updating a support ticket. I have been told twice now (same boilerplate response pasted into ticket update) that it is possible.

However, I can't find anything on the create or update ticket pages that allows this even though I am using one of the browsers that the replay stated is supported. I have tried it under Internet Explorer and Firefox (both listed as supported) but nothing about attachments shows.

BTW, I just noted an interesting anomaly under IE, the "Community" link doesn't do anything for me there; it works under Firefox.

Does anyone else know if and how this can be done?

Thanks........PowWeb response below:
--------------------------------------


<<paraphrased>>
The support console supports uploading of attachments and works well for Internet Explorer, Firefox, and Safari on Windows, Mac OS X, and windows. It should also work with Opera and eMacs.

[coan.net]

You could take a screen shot, put it out on your page, and then link to it.

... of course it is against the TOS to have files out there that are not used in your website so i guess that solution is a double edged sword. :-)

[jeth]

You could take a screen shot, put it out on your page, and then link to it.

... of course it is against the TOS to have files out there that are not used in your website so i guess that solution is a double edged sword. :-)

Interestingly enough, that suggestion was actually made by PowWeb support a while back in one of my support tickets.

Eventually they said to use an email address and attach the file to the email, although they then responded that the attachment was corrupted and I should only use the regular support ticket process anyway.

[Doc C]

To spit hairs, if you are having a problem with your site, a screen shot of it would be related to your site up until the point the problem has been resolved.

[jeth]

True, Doc.C,

But it would also be nice if what I was told by the now anonymous tech specialist at PowWeb would also work.....of if I could actually find out how.

[IanS]

To spit hairs, if you are having a problem with your site, a screen shot of it would be related to your site up until the point the problem has been resolved.

To SPLIT hairs even finer, the images wouldn't be part of the website but about the website!

[jeth]

To SPLIT hairs even finer, the images wouldn't be part of the website but about the website!

Are you two barbers in real life? :D

[Doc C]

Naw, he's some kind of teacher who forgets this ain't a classroom. :) Me, I've been in IT for 30+ years.

[jeth]

Naw, he's some kind of teacher who forgets this ain't a classroom. :) Me, I've been in IT for 30+ years.

Ha! Youngster!!!!!!:D

I've been out of it for half that time, after working for IBM for over 35.

[Dbrazzell]

My personal preference for support tickets is that you upload a copy of the screen shot to your hosting account and paste a link to that in the support ticket.

My biggest reason for liking this is that its fast. I can right click your link and open it in a new tab while continuing to read your response.

Second reason is that sometimes our system try's to determine the type of file you've attached to the ticket and gets it wrong. This means I have to contact the customer one more time to ask them to try again. This is frustrating as its has now stalled any trouble shooting I may be doing with the customer while we try and sort out whats up with their ticket.

The third issue is that people frequently try and attach Microsoft office documents to the system and most of the support staff does not have Microsoft Office installed. I really doubt that there is a ticket that cannot be resolved without limiting ourselves to screen shots and clear text attachments.

[jeth]

Yes, I had that happen recently.......I was repeatedly told that my PDF files were corrupted. I figured PDF would cause the least problems in case they didn't have something to open a MS Office document, but it didn't turn out to be the case.

[IanS]

My personal preference for support tickets is that you upload a copy of the screen shot to your hosting account and paste a link to that in the support ticket.

My biggest reason for liking this is that its fast. I can right click your link and open it in a new tab while continuing to read your response.

Second reason is that sometimes our system try's to determine the type of file you've attached to the ticket and gets it wrong. This means I have to contact the customer one more time to ask them to try again. This is frustrating as its has now stalled any trouble shooting I may be doing with the customer while we try and sort out whats up with their ticket.

The third issue is that people frequently try and attach Microsoft office documents to the system and most of the support staff does not have Microsoft Office installed. I really doubt that there is a ticket that cannot be resolved without limiting ourselves to screen shots and clear text attachments.I asked support how it can be done, (attaching a file) and they informed me it can't.

I go along with you on 1, 2 and 3. It seems though from what you've said, it is possible.

[jeth]

I asked support how it can be done, (attaching a file) and they informed me it can't.

I go along with you on 1, 2 and 3. It seems though from what you've said, it is possible.

You can see why it is confusing to a customer then. I received a response from what appeared to be a second level support person saying it can be done, and you got one from another who said it can't.

I just thought of a possible explanation; maybe the original responder was referring to a premium support option.

I also wasn't aware that pasting support responses in a forum was against the rules. It seems a bit odd to me because if you get one that may help others, it would be better to copy it exactly and not take a chance on misquoting them. But I'll be careful of that in the future.

[IanS]

Paraphrasing is what is allowed, so paraphrase it has to be. Often quoting the response in full is unhelpful, as the response is usually wrapped in a lot of customer oriented spin.

Also, communications between support and a third party (you) are 'confidential communications, intended for the recipient only'.