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Issues with Help Ticket System

Nov. 24, 2009

Today I discovered a strange issue with our ticket system. In the last two months, it randomly marked some tickets as “closed”. So we didn’t answer them because we didn’t know of them.

I had a look to the “false closed” tickets and I saw that the most of them were requests for deleting the account in order to restart with a brand new account. So I hope that the missing answer wasn’t so serious.

I have to admit that all my attention is always on Passpack that must be safe, perfect. So I neglected the management secondary applications as the help ticket system.

I sincerely apologize for this inconvenience. I have now fixed the technical problem. In the next few days we will try to put things right.

This entry was written by Francesco, filed under main, Maintenance. Follow any comments here with the RSS feed for this post.
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5 Comments

  1. Daryl
    Posted Nov. 25, 2009 at 11:51 am | Permalink

    Thanks for your update and your openness Francesco.

    Reassuring to know that you would make users aware of problems as you become aware of them.

    Good man, thanks.

  2. Francesco
    Posted Nov. 25, 2009 at 1:10 pm | Permalink

    Hi Daryl, I strongly think that the privacy of all us has to be protected as possible, but all the rest has to be transparent as possible. Thanks for the patience.

  3. Victor Hooi
    Posted Dec. 3, 2009 at 12:25 am | Permalink

    heya,

    I’m wondering, is this issue fixed? You mentioned it was in the blog.

    The reason I ask is because we opened a support case here:

    [link removed]

    And we still haven’t received any word at all, not even an acknowledgement that we were in a queue, or that the issue would be dealt with.

    It’s a bit disappointing, since we’ve already purchased a few paid accounts for our employees, yet are unable to use the sharing features.

    We’d be happy to provide any information required, or try to help diagnose the issue, but that’s all a bit difficult if we don’t even get so much as a hello from Passpack’s end.

    Cheers,
    Victor

  4. Erik
    Posted Dec. 28, 2009 at 8:31 am | Permalink

    I posted a help ticket regarding “shared” passwords not being synced at all in the AIR version. This would seem to be a pretty big flaw since at least for me, the shared passwords are the most important!

    What’s the best way to submit and track this issue? Until it’s fixed, I don’t have offline access to my shared passwords because the old desktop is no longer supported. Other than this, I am an extremely satisfied (and repeat) customer. I’d like to stay that way! Thanks for all your hard work.

  5. Tara
    Posted Dec. 30, 2009 at 6:07 pm | Permalink

    Hi Erik,
    I checked the ticketing system and you ticket was replied to. I’m going to resend the reply – let me know if you get it or not (tara at passpack.com). In the meantime, I’m copying the reply here:

    “The Passpack Desktop application needs to be updated to support sharing entries. This is what we’re currently working on and expect to have a new release shortly – that should solve your problem.

    In the meantime, I suggest you do a personal backup so that you have a copy of your shared passwords (the ones you own at least). Go to Tools > Backup and there should be some onscreen instructions.”

    Hope that helps.

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