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Trouble shooting forum responses

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  #1  
Old 07-23-2006, 03:19 AM
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Real Name: Corey Costadura
Join Date: May 2006
Posts: 39
Trouble shooting forum responses

Why, more times than not, do members of the staff not give a solution to problems that are posted in the trouble shooting forum? Instead of posting an answer to problems they ask the thread starter to create a support ticket or they send them a PM.

The ticket response time is pretty good, always answered within a few hours. It is just frustrating to search the forums for a solution to a problem I have and see a few others have posted about the same problem, only to see "PM sent" or "Please submit a support ticket" instead of a solution.

I am sure there are reasons for this, I am just curious of what those reasons are.
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  #2  
Old 07-23-2006, 09:52 AM
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Re: Trouble shooting forum responses

Many times we will need access to the user's server to troubleshoot and correct the issue, so we need to take it to the ticket system in order to get those private details.
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  #3  
Old 07-23-2006, 04:07 PM
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Real Name: Corey Costadura
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Re: Trouble shooting forum responses

Quote:
Originally Posted by Keith Cohen View Post
Many times we will need access to the user's server to troubleshoot and correct the issue, so we need to take it to the ticket system in order to get those private details.
Understood, thanks for the reply.
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Old 07-23-2006, 05:24 PM
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Re: Trouble shooting forum responses

There are plans for a knowledge base that should remedy this issue.
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