Cannot view support tickets

kenocrates

• March 18, 2020 15:38

When I compose a post and select Problem as the Conversation Type, I am presented an option to open a ticket at support.techsmith.com. But if I select that link I am prompted to select an account to log in with. I select it, enter a password, see "Logging in...", then "Logging out...", and then I am prompted to select an account again.

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  Glenn Hoeppner

  • July 18, 2020 22:08

  Hey Ken,
  
  I would suggest clearing your cookies or trying in a private browsing window.
  
  You can also give us a call. You can find the phone number and hours if you scroll down this page
  https://www.techsmith.com/contact.html
  
  Sorry for the trouble,
  Glenn
  

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  kenocrates

  • July 18, 2020 22:08

  Hi,
  
  I am trying to view my tickets starting at:
  
  https://support.techsmith.com/hc/en-us
  
  I click "View your ticket(s)", which takes me to:
  
  https://signin.techsmith.com
  
  I sign in with my account and I am taken to:
  
  https://myaccount.techsmith.com/MyAccount/Overview
  
  Nowhere there do I see a way to view my tickets, so I go back to:
  
  https://support.techsmith.com/hc/en-us
  
  I click "View your tickets(s)" again, which takes me back to the sign in page. On the way, this time it says "Signing in..." then "Signing out..."
  
  I log in again. Again I am back at the account overview and so again I go to:
  
  https://support.techsmith.com/hc/en-us
  
  This time I try "Sign In" at the top right. It takes me to:
  
  https://signin.techsmith.com
  
  I have tried this in Safari and Chrome. I have tried deleting cookies for the sites and retried. I have tried in inCognito mode on Chrome. Nothing works.
  
  I'd sure like to be able to see my tickets. But how do I get in to see them?
  
  Regards,
  
  Ken

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  kenocrates

  • July 18, 2020 22:08

  I have tried customer support at 1-800-517-3001. The call fails. It has been a week since I wrote. I'd like to check the status on my tickets but have no way to get into my account. Any tip on something to try would be appreciated. I am going to try a password reset even though authentication does not appear to be the issue - but it is the only thing I have have not tried.

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  kenocrates

  • July 18, 2020 22:08

  This did not help. After resetting my password, I get in the same cycle as originally posted.

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  Glenn Hoeppner

  • July 18, 2020 22:08

  Hey Ken,
  
  I reached out to our support team with your issue. They did notice something wrong with your account and said they fixed it and that they reached out to you. I think there's some action required on your end -- the details should be in the message you receive.
  
  -Glenn
  

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  john.orban

  • November 18, 2020 17:50

  Well...I wanted to cancel an existing ticket (to which no one has responded yet...which is OK). But I can't find out where to cancel it. I just wanted to save someone some time since I figured out the problem on my own.

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  Robert R.

  Community Manager

  • November 18, 2020 18:07

  Hi john.orban

  Sorry to hear of the struggles here. If you log into the Support Site then click on your profile pic in the upper right corner, you should have a "View My Tickets" option. See:

  

  Do you have that available?

  -Robert

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  john.orban

  • November 18, 2020 18:11

  I must be on crack or something. I SWEAR that button was NOT there the last time I logged in. Maybe a cachel problem? Who knows? As far as I'm concerned, that ANY of this technology works is a bloody MIRACLE.

   

  Thanks for the reply.

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