QNAP Heldesk is BAFFLINGLY UNUSABLE?

Q'center app, Helpdesk app
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iain010100
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QNAP Heldesk is BAFFLINGLY UNUSABLE?

Post by iain010100 » Wed Jul 17, 2019 11:55 pm

I created a helpdesk ticket. I got a request by email to provide the dates I am available for troubleshooting. The reply address from the email was to a <NOREPLY> address (noreply@qnap.com). So my mail server informed me no such address exists. Therefore, sending a reply went nowhere. The Helpdesk App in QNAP dashboard was zero help. I could not use the Helpdesk App to send a reply. In the Helpdesk App under Remote Support, my ticket number was not recognized.

I received a new email from QNAP stating that my ticket would be closed soon unless I replied to the message that was emailed to me. The reply address on that new message was also from noreply@qnap.com. Replying to that email again resulted in a "address not found" response from my mail server.

I created a NEW helpdesk ticket. In that ticket I complained about not being able to move forward on the ticket because of the "NOREPLY" issue and the useless options in the Helpdesk app. I also specified the times I was available for troubleshooting. The response to my new ticket was:

QNAP Technical Support has updated the support ticket Q-NNNNN-NNNNN
. To check this ticket, go to QNAP Customer Portal
.
A preview of the updated ticket is shown below:

Hello [username],

It's okay to reply to noreply email, please dont' create anymore ticket. I won't be available at the time you've proposed for tomorrow.

I can arrange at 1PM PST/ 3 PM CST for tomorrow or we can schedule it for Thursday 07/18 at 11 AM PST/ 1 PM CST.

Please advise.


Thanks,

Loc

This is an automated message. Do not reply directly to this email.
If you need further assistance, contact us via QNAP Customer Portal
The support person seemed to think replying to noreply@qnap.com would be just fine. It wasn't.

The ticket number in the email hyperlinked to https://service.qnap.com/en/user/suppor ... ngofdigits which then redirected to https://service.qnap.com/en-us

The link to the customer portal was https://service.qnap.com/ which redirected to https://service.qnap.com/en-us

It seems that I have no way of resolving this ticket. I am about to create a third ticket to complain about the inability to move forward on my original ticket. This is frustrating.

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Moogle Stiltzkin
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Re: QNAP Heldesk is BAFFLINGLY UNUSABLE?

Post by Moogle Stiltzkin » Thu Jul 18, 2019 12:05 am

if u login to helpdesk u can reply there for your ticket, rather than email directly.

it will close ticket if u dont respond via helpdesk messaging system. NOT email :(
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iain010100
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Re: QNAP Heldesk is BAFFLINGLY UNUSABLE?

Post by iain010100 » Thu Jul 18, 2019 2:08 am

if u login to helpdesk u can reply there for your ticket, rather than email directly.

it will close ticket if u dont respond via helpdesk messaging system. NOT email :(
Where?

I can't reply to my tickets in the app. Am I missing something?

Image
No options to interact with the tickets. None of the links on the right show ticket info. The bottom list of tickets ARE NOT LINKS. It's just a list of tickets.

Image
All I can do is create a NEW ticket

Image
Entering a ticket isn't recognized - doesn't like the format I guess (starts with a "q-" - maybe expects more digits?)

Image
Nothing in the settings either

dolbyman
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Re: QNAP Heldesk is BAFFLINGLY UNUSABLE?

Post by dolbyman » Thu Jul 18, 2019 5:10 am

can you login here ?
https://helpdesk.qnap.com/

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Moogle Stiltzkin
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Re: QNAP Heldesk is BAFFLINGLY UNUSABLE?

Post by Moogle Stiltzkin » Thu Jul 18, 2019 10:07 am

dolby is correct.

the helpdesk can be accessed from within QTS and also from the website link he added.

If you are unable to reply from the inbuilt qts helpdesk in the screenshot, then your option is to login to the website and respond from there. I hope you have a registered account? at least i do.

I can keep track for my reported tickets, then reply back accordingly. I noticed that the helpdesk auto closes unless you respond from there (not via using email cause apparently that doesn't count).


This is the general explanation they gave for how helpdesk works
https://www.youtube.com/watch?v=exM3fTtEmog
NAS
[Main Server] QNAP TS-877 w. 4tb [ 3x HGST Deskstar NAS (HDN724040ALE640) & 1x WD RED NAS ] EXT4 Raid5 & 2 x m.2 SATA Samsung 850 Evo raid1 + 16gb ddr4 Crucial + QWA-AC2600 wireless adapter.
[Backup] QNAP TS-653A w. 5x 2TB Samsung F3 (HD203WI) EXT4 Raid5
[^] QNAP TS-659 Pro II 1x 4TB HGST Deskstar NAS
[^] QNAP TS-509 Pro w. 4x 1TB WD RE3 (WD1002FBYS) EXT4 Raid5
[^] QNAP TS-228 w. 1x 1TB WD RE3 (WD1002FBYS)
[^] QNAP TS-128
Mobile NAS TBS-453DX w. 2x Crucial MX500 500gb EXT4 raid1

Network
Asus AC68U Router|100dl/50ul MBPS FTTH Internet | Windows 10, WC PC-Intel i7 920 Ivy bridge desktop (1x 512gb Samsung 850 Pro SSD + 1x 4tb HGST Ultrastar 7K4000)


Guides & articles
[Review] Moogle's QNAP experience
[Review] Moogle's TS-877 review

https://www.patreon.com/mooglestiltzkin

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