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.