Support System Issues
As many of our dear clients have pointed out :D our helpdesk at https://www.dcnsafe.com/tt/ is broken.
Rather than delay fixing our clients’ sites from the drive failure last week, we dropped our own site to last priority and put repairing client sites at first priority. We’ve been providing support via e-mail and that seems to have been working fairly well. Certainly better than that broken support desk!!!
Now that we have gone back to trying to fix the support desk, we have discovered that the database is missing over half our KB articles, and heaven knows how many tickets are missing. We have tried just to resolve the script errors, but it appears the script cannot be restored through a regular account restore process; SupportTrio seems to have some special system that prevents it from working on anything but an “original” installation. So we are left with no choice but to dump the script — we need one that works, not something that breaks whenever a stiff wind blows.
We are installing a brand-new desk (Cerberus) at https://www.dcn911.com/ so it will be totally off-server. This way if one of our shared servers goes down, the support site stays up. And, Cerberus is said to be a very stable solution. Although it does not offer all the capabilities that we want (specifically, it will not suggest KB solutions prior to submitting a ticket) it is better than the alternatives out there.
We hope to have the new support desk installed later this weekend and we will post prominent links to it off this site. We will also e-mail everyone once it is online so you will have the direct link for getting 24/7 online help at any time you need it.
Thank you for our patience and understanding as we’ve worked to get everything repaired and get you taken care of. Our new support site is the direct result of customer suggestions; I hope you find it helpful and useful. I am always grateful for customer suggestions on how we can do things better. Our job is to make your life easier. Please let me know when you have an idea how we can improve our service. :D
Warmest regards,
Karin
Agile Hosting/Door County Networking