I hope all of you at Netwrix are having a PUREly fantastic day. I have some feedback as a customer. Why on earth would you disable email responses to tickets? When a Netwrix employee responds to a ticket I create it generates and sends me an email. Why would you not build out your support system to allow users to respond to the ticketing system in email versus having to take the additional 10 steps to log into the portal?
Yours PUREly
PUREly frustrated customer
Hello Cory,
I’m one of the managers of the Technical Support Department.
I wanted to let you know that we have not disabled email responses to support tickets. If you have an active support ticket with an engineer and we send you an email, you are welcomed and encouraged to respond to that email.
The key is that you need to ensure that the subject line still contains the reference ID which starts “ref:”. The number should also be in the body of the email. As long as those are there, you’ll be able to reply to the email and we will get it.
In terms of opening a new ticket, that does require opening it on the Customer Portal and that has been our standard at Netwrix for years. Our Customer Portal allows you to upload files after creating the ticket including logs, screenshots, and text files. We have so many products and customers that own multiple products, that we require the use of the Customer Portal to ensure that your ticket is routed to the correct support team.
If you have a ticket number in question, feel free to DM me with that number and I can look into what’s going on.
Michael Purdin
Manager, Technical Support Engineering
Thanks for your response. I might have accidentally changed the subject or something. When I got the bounce back, I was like seriously? Thanks for the response.