unresolved support tickets marked as resolved

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I noticed this is not the first time that has happened.   I reported a major bug with new 2020.0.0 snagit and they acknowledged the issue, but then closed the ticket as being "solved". .  But two updates were issued and the bug was not fixed.  I raised a new ticket referring to the old ticket, but it was immediately marked as "solved". So can someone please advise why they would behave like this?

In case it matters, the bug was with the video capture window creating a padding around the outer border of the capture area.  And therefore users cannot click in the padded area in case they need to interact with that area as part of the video production.

https://www.dropbox.com/s/prbbna27wjex91x/bandicam%202019-11-10%2015-14-01-453.mp4?dl=0

There is no way to turn this off.  It was introduced without telling existing customers.  But a simple checkbox to turn it off would have saved support and us users A LOT OF TIME.  (Thanks bandicam for the backup)

This is part of a larger issue of TechSmith not resolving bugs in their existing software and yet coming out with "new features" in their new version.   That's a separate complaint in itself.



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4evermaat

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  • frustrated

Posted 8 months ago

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Robert R., Online Community Admin

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Hi there!

Sorry to hear you're running running into issues with how Support things are done; I just did a quick search using your email address and found no tickets submitted to our Support Team. Did you use a different email address? Can you please provide me with the ticket number so I can look into this and get it to the Support Team Lead?

Something to note, if there has been no activity from a verified user account on a ticket then it will be automatically closed (there should be at least 2 emails sent by the support system prompting user feedback) so you'll want to make sure that first, after submitting your first ticket you click the verification link you will receive, and then you respond to any emails sent by the assigned agent.

As to the issue, once I get that Support Ticket Number (read as Incident Number in the email that you received after you contacted support, can also be found in My Tickets in your profile in the upper right corner while at https://support.techsmith.com/ ) I can look into things and see where we stand.
-Robert
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4evermaat

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649906  and you will see the other linked ticket there also.   This is GetSatisfaction account, not Techsmith acct.

You guys did close tickets where I identified an issue, spent sometimes hours proving it, and then finally acknowledged the bug.

It would be interesting to see how many "Me-Toos" come under this.
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Robert R., Online Community Admin

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Hi;

I did a bit of poking around and it looks like there are multiple ticket submissions by the email address associated with 649906 and what our agents have done is merged those tickets into the primary ticket, 649904 where our Snagit Support Lead Jason has sent a request for some information on November 11th and there was no follow-up by the user on that ticket which would be why it was automatically solved. The recommendation is to stay engaged with the agent until any issues found can be resolved; would you like me to re-open 649904 so you can continue troubleshooting?

As an aside, I've brought this post to the attention of the Support Manager so he's aware of the feedback.

-Robert
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4evermaat

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Sorry.  The ticket was 653754.  The linked ticket is to 649906

To add to last post, there was no closure email sent.   Just a unilateral decision to mark the issue as "Solved"   But the usual process (when tickets run the normal course) is several days of waiting for update before the ticket is marked solved.

This has happened on more than one occasion.  But sometimes I just get exhausted because I can only spend so much time trying to report a bug.

Perhaps I will start reporting things in this forum primarily.  Many other software companies like bandicam do this also (they use a forum, github, or other public bug tracker.   Nothing wrong with email or private support.   But community action seems to encourage collaboration.  Only the sensitive things need to be sent via private ticket.
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Joe Morgan

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You've described exactly what has occurred to me. With myself, its also occurred more than once.
The first time I complained. The second time, it was not that important.So I gave up in frustration.
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Joe Morgan

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They've done the same thing to me. Its ridiculous and wrong form my perspective.

Regards,Joe
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4evermaat

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@Robert R. Re ticket 649904 do you know how many times I sent support the information that they requested, only to be asked to reinstall Snagit or reset registry settings?

I will send something via the support tool now.  I had another unrelated, unexplained crash more recently with 2020.0.2 that actually froze the desktop (which I have not reported yet...I'm still venting).  So that might have created another big dump file which might require a manual upload [sigh].

The support workflow is cumbersome sometimes.   Because instead of just gathering the majority information ONCE (while the client has the problem fresh in their mind), you wrote the support tool in such a way where it requires that a person be assigned to the ticket first.   (as opposed to, say just the ticket #).  You can always just assign someone to the ticket later.  That's an internal decision I don't think is absolutely critical to initiating the bulk of the data collection.  This creates a lot of unnecessary back and forth.  Just to get you that initial information.

Also, the support tool needs to have support for large file uploads.   If I must upload it manually, you should have a way to do that with the tool and a button for manual upload.   Even if I must use the tinyurl.com/support-upload, again I can input a ticket # without the need to wait for someone to be assigned.  (or just have a generic user that people can choose and then it can be changed later).

Also, it would be good if (using support tool) if the user could add a text note to the upload.   the sendthisfile tool has that ability, but not the techsmith support tool for some reason.   And when information is uploaded, that an automated message is attached to the support ticket that something was uploaded.   Even better if you could include a list of the files included with date modified dates.  This would confirm the contents of the files and the fact that techsmith received the files.

And do not try to use the "we merged the ticket" nonsense.   Because this rectangle issue is an entirely separate issue (649906 and 653754).  You acknowledged the issue was real (thankfully this time without me having to do too much back and forth this time).   #649905 "The controller moves off screen, cannot pause video..."  should not have been merged either.    These were 3 separate issues rightfully put in 3 separate tickets.   They might be related, but how could you have known that? 

You guys make some implementations, but they are half-baked.  What is worse is that you will make the change to the user's workflow without telling them.   And it is how you implement the change also.  You never ask "is there a possibility that some clients will not need or desire this change/feature?"  If you did that, the rectangle issue would never have happened.   Because at the minimum, the settings menu would have had a checkbox (and the on-screen controller) where I could just turn it off.  

With the amount of features that snagit has, the preference window should be at least 2x-3x the size it is now.  Filled with all sorts of checkboxes, radios, and other switches that can turn off stuff I don't need.  The panoramic scroll capture should have a tab dedicated to tweaking its ability to capture special cases, like windows explorer window.   I absolutely hate when I make a really long capture (not just with windows explorer), only to find out that only the initial image was captured.   (and yes, I have at least one ticket on this one; this was a known problem for a while now I come to find out).

You would not just wait until the next version to fix outstanding bugs and abandon people from the previous version, who expected the older bugs to be fixed in that version.

I feel a little better now actually.  If you have anything of substance, I will reply tomorrow.   I'm exhausted.
(Edited)