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Tickets NOT showing up in any of the categories

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mike

30 Jun, 2009 02:50 PM

Hey guys, we have a potentially killer problem here, or maybe we're missing the boat completely, but it looks like we've come across a bunch of tickets that simply do not show up in any of our Issue Queues. Here are some examples:

http://support.myshopify.com/discussions/feedback/3576-blogging

http://support.myshopify.com/discussions/design/176-customize-product

The tickets are not resolved, so they should be in the Open Issues area, but they are not. They are no where to be found inside of the All Issues section.

We're growing worried that there might be a huge pile of unseen tickets that we are simply not seeing. We originally found these tickets by logging out and looking in the Public discussion area, and when we saw tickets we had not seen before, we scratched our heads and logged back in, only to find no trace of said tickets.

Some investigation would be really appreciated.

Mike @ Shopify

1. 1 Posted by peter on 30 Jun, 2009 02:58 PM

   

   Just to clarify, the tickets seem to disappear from the support staff queues when they are marked as "acknowledged", and I do not see any pattern to it, as not all tickets marked acknowledged will disappear for the staff.

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2. 2 Posted by Kyle Neath (Git... on 01 Jul, 2009 05:43 AM

   

   Hey mike & peter,

   I spent some time poking around and I was able to find the discussions in the places I think you're referring to, but let me know if I'm misunderstanding where you're looking.

   These discussions are both 'new' section under All Issues. For example, your first link (blogging) can be found towards the bottom of this page: https://shopify.tenderapp.com/dashboard/new?from=allissues

   Each Tender issue goes through one of four states:

   • new - No support member has replied to the thread
   • open - A Support member has replied to the thread, but it is not resolved or ticketed
   • ticketed - A LH ticket has been assigned to the issue
   • resolved - Either the thread starter or a support member has manually resolved the issue.

   On top of that, there is the idea of pending issues (whether or not the item needs attention). An item is pending unless:

   • The last reply is a supporter
   • A supporter manually acknowledged the thread using one of the links
   • The discussion has been resolved

   I suspect what is causing the confusion is that the person replying to these issues in a support manner (Caroline Schnapp) is not logged in as their support user (they're just using an email address) and then someone is manually hitting acknowledge. This leaves the issue 'new' and takes it out of the Inbox.

   Let me know if this clears things up, or what's still confusing in the workflow and I can look into it further.

   Thanks! Kyle

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