Where has support gone?
Please don't take this the wrong way, but I feel the need to speak up about this.
I would like to raise the question of where the AdventNet support staff is keeping themselves these days. I used to see a support representative (usually Karthik, sometimes Ankit or others) check through this forum usually once a day, answering people's questions. Granted, not all questions can be answered in this format, but if that occurred, you would attempt to resolve the issues through direct contact with the individuals. And questions that can be answered in this format can benefit yourself and all your customers by allowing them to see the solution for a problem that somebody has already had.
I have not seen Karthik around here in quite a while now, and Ankit only briefly responds to one or two posts every so often. Not only that, but you completely failed to announce the latest hotfix, build 6006. I'm guessing you are still swamped with 6.0 upgrade glitches, but I don't think it's right to just leave your customers hanging like this, without even making an effort to solve our problems or keeping us informed on the status of problem resolutions and product updates. You don't even have a sticky thread with instructions about how to contact tech support directly. I don't think it's too much to ask to have somebody monitoring this forum for problems on a regular basis, and address them accordingly. I don't mind helping out where I can, but I do not work for you, and I cannot answer most of the problems being reported as of late anyway, nor do I have the time to do so.
Also, we have been repeatedly promised information regarding new features and a timeframe for the next release of ServiceDesk Plus, and even though 6.0 has been out for quite a while, but months are going by without any new information. I don't feel it's fair to your customers to completely ignore us. We pay for your product, and we should be getting proper support for it as well. I myself have yet to upgrade my company's SD+ from version 5.5 because I am seeing posts about every new hotfix fixing something but breaking something else in the process, and some of the problems that have existed since build 6000 still have not been resolved in the latest fix, build 6006. I do not feel comfortable upgrading until I can be assured of a time frame for the resolution of all the known upgrade issues.
All we ask is that you listen to your customers, solve their problems in a timely manner, and don't make promises that you can't keep. If you do this, we will gladly help promote your products. Thank you for taking to time to read this.
I would like to raise the question of where the AdventNet support staff is keeping themselves these days. I used to see a support representative (usually Karthik, sometimes Ankit or others) check through this forum usually once a day, answering people's questions. Granted, not all questions can be answered in this format, but if that occurred, you would attempt to resolve the issues through direct contact with the individuals. And questions that can be answered in this format can benefit yourself and all your customers by allowing them to see the solution for a problem that somebody has already had.
I have not seen Karthik around here in quite a while now, and Ankit only briefly responds to one or two posts every so often. Not only that, but you completely failed to announce the latest hotfix, build 6006. I'm guessing you are still swamped with 6.0 upgrade glitches, but I don't think it's right to just leave your customers hanging like this, without even making an effort to solve our problems or keeping us informed on the status of problem resolutions and product updates. You don't even have a sticky thread with instructions about how to contact tech support directly. I don't think it's too much to ask to have somebody monitoring this forum for problems on a regular basis, and address them accordingly. I don't mind helping out where I can, but I do not work for you, and I cannot answer most of the problems being reported as of late anyway, nor do I have the time to do so.
Also, we have been repeatedly promised information regarding new features and a timeframe for the next release of ServiceDesk Plus, and even though 6.0 has been out for quite a while, but months are going by without any new information. I don't feel it's fair to your customers to completely ignore us. We pay for your product, and we should be getting proper support for it as well. I myself have yet to upgrade my company's SD+ from version 5.5 because I am seeing posts about every new hotfix fixing something but breaking something else in the process, and some of the problems that have existed since build 6000 still have not been resolved in the latest fix, build 6006. I do not feel comfortable upgrading until I can be assured of a time frame for the resolution of all the known upgrade issues.
All we ask is that you listen to your customers, solve their problems in a timely manner, and don't make promises that you can't keep. If you do this, we will gladly help promote your products. Thank you for taking to time to read this.