I wasn’t sure if I should post this here as it relates to support and my account, or in the website bugs section as it also technically relates to a website issue. My apologies if I chose the wrong one.
I received a survey email asking me to rate my recent experience with support, though clicking on the “Good, I’m satisfied” option to open the support satisfaction page (where I would then verify my response regarding my experience) instead presents me with a line stating:
“No such token: My Long Token Number”.
Is there any way to request a new token or a replacement experience rating survey email so I can ensure my rating of my experience is properly recorded? Or should I just forget about rating my experience?
Request #538575: How would you rate the support you received?
Thanks for pointing that out, StinVec. (Yes, BG, he did have an active ticket related to this survey request, so no worries about a hack.)
I’ll ask a team member to take a look at the survey failure. This is not a website issue, it’s a survey coming from our ticketing system itself.
Thank you very much, Gaile. I know the surveys on customer experiences with Support are a valuable resource, I just wanted to make sure my positive feedback would be recorded properly. To date I have not had a single negative experience with Support and they do a fantastic job for which I thank them for their dedication. Also a big thank you to you for the outstanding support that you continue to provide!
Some additional information after looking into the matter deeper – I had been quite busy for the past two weeks that followed my experience with Support, unfortunately, so I was not able to give the survey the attention it deserved until two weeks after it was received. I do not expect a support survey token would expire in such a short period of time, if at all, but if they do, then the two weeks that passed between receiving the survey token and my attempt to complete it may have led to this situation. If this is the case (the tokens have expirations), then I would make a request that their lifetime be lengthened to allow for a longer time frame for which the surveys can be filled. If they do have expirations then I would also request a note be made in the survey email stating that the survey is only completable within 7 days (or however long) of it being delivered.
