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To staff: Re: submitting a report under contact button - original goes missing

MabelAmber***Pluto5339***MysteryGuest says:

In steps:

1. I submit a report on this page: -

2. I get a boiler plate confirmation *without* a copy of my original report -

3. Next thing is I get a staff response, however, still *no* copy of my original report (in fact no one reading this exchange would have a clue what the issue could be about, since my report is missing) -

4. I ask the responding staffer where the report is -

5. Staffer then tells me that "typically" they don't include "original" responses in their responses to tickets, because these reports are "automatically" sent to our email inbox after "successfully" submitting them.

6. Either the staffer is wrong or else the system fails, because there is NO copy of my original report to be found anywhere in the exchange. Unless I am totally blind.

Of course, I can copy-paste my report, but the point is, it should be INCLUDED in the ensuing dialog with staff.

Which, by the way, always used to be the case. Until recently.

I then need to ask the staffer to send me a screenshot of the original report.
Posted at 10:56AM, 2 December 2021 PST ( permalink )

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MabelAmber***Pluto5339***MysteryGuest says:

Meanwhile staff responded to my help query stating that the "migration" to a new help desk the original report is no longer included in the boilerplate confirmation, nor in any of the staff responses.

They are now looking for ways to restore the erstwhile inclusion.

Yes please - the original message should never be omitted - to avoid confusion and as a fixed reference.
Posted 2 months ago. ( permalink )

This thread was closed automatically due to a lack of responses over the last month.

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