January 19, 2011
In addition to our recently updated corporate website, we also updated our customer SelfService portal. I wanted to comment on a few changes that were made as part of that. Ditching the Case Type One of things we eliminated was the case type. When customers create a new case, they no longer have to choose a case type. And the case type isn’t shown on the view case page. We do have (and use) different case types, including Problem, Question, Help Desk, Sales, Support Renewal, and a bunch more. However, when it comes to a technical support issue submitted from our customers – we don’t treat those cases any differently depending on the case type that the customer picked. Whether the customer picks Problem, Question, or Help Desk – it doesn’t matter to us. We don’t do any different work,…
Some recent SelfService changes
January 19, 2011
In addition to our recently updated corporate website, we also updated our customer SelfService portal. I wanted to comment on a few changes that were made as part of that. Ditching the Case Type One of things we eliminated was the case type. When customers create a new case, they no longer have to choose a case type. And the case type isn’t shown on the view case page. We do have (and use) different case types, including Problem, Question, Help Desk, Sales, Support Renewal, and a bunch more. However, when it comes to a technical support issue submitted from our customers – we don’t treat those cases any differently depending on the case type that the customer picked. Whether the customer picks Problem, Question, or Help Desk – it doesn’t matter to us. We don’t do any different work,…
February 6, 2009
Warning: This is one of those late to the party posts where I show off some cool thing that everyone already likely knows about. I just feel special right now because I was able to push out something we’ve wanted to do for quite some time in an afternoon. We wanted to have an RSS feed so customers could keep up to date with new or recently updated Dovetail Knowledge Base articles. My personal mental gate was that I really didn’t want to try to figure out how to properly create an RSS or Atom feed and I didn’t want to bother with complex heavy handed frameworks like Argotic. Then one day Joshintroduced me to the System.ServiceModel.Syndication namespace (introduced in .Net 3.5) and my life was never the same. Simple stuff really. Create a SyndicatedFeed filled with feed items and hand that to a…