Yesterday night, I discovered a bug in our support system. In a few words, the system didn’t read some users’ messages from the dedicated mailbox. Not all the messages, unfortunately, just some. Because some were arriving, everything seemed to be properly working.
Recently, I had noticed that I had asked some users for more details, but most of them didn’t answer. That was strange, but it seemed ok. Yesterday I received a message from a user that knows our help platform and suggested I check the system because maybe it could have been a problem with the mailbox. So last night I discovered that there was about one hundred messages archived as “answered” but really “unanswered” dating back months. Too bad :(
Today I tweaked the help system so that now it sends the support requests to a dedicated mailbox instead. We will use just email untill we will upgrade to another help system. Probably, for the most of those messages is too late to answer, but I will try to help, if it is still makes sense to reply.
I apologize for the inconvenience and I would like to thank the smart user that understood the problem and alerted me about missing messages. My primary focus is the Passpack application itself, this has to work as best as possible and it is my priority, so often I forget about checking up on the complex system of business tools that revolve around it.
So, if you didn’t received an answer from us in the last two months, you may receive one soon. Thanks for your patience.
8 Comments
Answered -> respond?
The title of this post is a bit odd. Shouldn’t it be:
Why we didn’t respond to your requests last night
Give the guy a break, he’s got to find time to answer 100 emails!
I highly recommend looking into Zendesk. It’s been very helpful for my department (I’m a PHP programmer). You could have a Passpack e-mail address redirect everything to a Zendesk account.
Very happy to see that you found the issue. I was worried about this like you can’t imagine, I invested alot in you guys and if I loose my Yukikey, I need to know you are there !
hey on march 11 was my b.day i forgot how old i turned
It’s hard to trust a company that publishes an article with the title “Why we didn’t answered to your request”. If your QA team can’t catch grammar errors that are that blatant, how can we expect them to catch serious security flaws in the code?
@all, thank you for the feedback. I fixed the title of the post.
I am Italian. I moved to California just in September and my English is still bad. I know this and I apologize. I hope that you want to focus on the product, instead of my wrong words :)