Has anyone had any replies from support since June 23rd?
Unfortunately having zero luck getting replies from support over the last week and a half, so hopefully can on here.
A few weeks since purchasing Corporate and migrating our ticketing platform across to Servicecamp. Have been informed by Teamviewer support (when I did get a reply) that they actually dont use it themselves due to a historical/legacy platform they currently use, which makes a lot more sense now due to few basic and fundamental flaws that anyone would come across as soon as they start using as a support desk day to day.
1. Hyperlinks on incoming tickets - Servicecamp is converting incoming emails into plain text and hence hyperlinks dont work. Have been informed that this will be fixed early July (crossing my fingers)
2. Attachment size. Want an email from a customer not to hit your servicecamp inbox? Attach something to it! Emails are simply dissapearing when attachments of around 4mb+ are sent in. Had a reply from support that this is Amazon SES limitation, but online resources state SES limits are 10mb out and 30mb in which is plenty sufficient for most applications. I am still waiting on a response to that statistic. Feel free to restrict certain attachments if needed, but inform the inbox! Email's shouldn't just not turn up and disappear into the ether.
3. Missing emails (without attachments). Quite a few Marketing type emails are not hitting our Servicecamp inbox. Not in the SPAM box either and have checked that they are not on the blocked customer list. I know they are arriving, as I have 2 support desks running side by side due to the above mentioned issues. Support is investigating, but yet to hear back from a reply about 2 weeks ago.
4. Missing content in emails. There is something not quite right when using certain symbols on both incoming tickets. Had a customer email yesterday that had 2 paragraphs missing completely, worked out that it was due to the > and < symbols. Might also be a convert to plain text issue maybe? On the same note, I cannot raise a support ticket via Teamviewer's website if it contains those symbols, so something amiss.
