Support Ticket - emails to include the email string

[aaron37SWJ]

This may be an Autodesk general idea, but the support ticket system as you will know loses all email history on each reply. With inboxes usually dealing with multiple emails per day and the time that the support team take to reply, it takes time to search and find the initial email as it is multiple emails deep in the inbox. 

Can we not just keep the email string together? This would also help when we have multiple tickets open at the same time. 

The way Upchain ran their support ticket system before Autodesk took over was 100% better, easy to use, email string kept throughout ticket life, simple and time saving - all wins for the end customer.

[PualQuek]

Hi @aaron37SWJ,

The team is reviewing your request and reaching out to the relevant parties for guidance.

I will keep you posted if I receive any news from them.

Regards,
Paul
Principal  User Experience Designer (Upchain)  

[PualQuek]

Regards,
Paul
Principal  User Experience Designer (Upchain)  

[aaron37SWJ]

@PualQuek thanks for the update, can you also answer how do we see screen grabs sent to the ticketing system? We use screen grabs alot due to the ease and how they capture issues very easily compared to text explainations. When you look back in the autodesk support portal they just come up as text? How do we see them again for referenceing? And we use these for training purposes to avoid repeat tickets/issues.

Thanks

[PualQuek]

@aaron37SWJ Let me follow up with the team and get back to you.