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Feb
21
Welcome to the Faronics Support Portal!
Posted by Adam Zilliax on 21 February 2011 12:33 PM

Over the past few years we have had a number of customers come to us with feedback on our products, and we have used that feedback in the past to drive features into our products and to put new products into development. We have not however acted on a large amount of the feedback that we have been getting from our customers with regards to how we interact with them and the tools we provide to help make our products work.  

Well, this site is the first step towards implementing some of the feedback that customers have been providing to us over the years, including;

  • A better Knowledge Base that can be searched for common solutions to our problems.
  • A way to submit tickets online without having to email in.
  • A way to check the status of tickets that are submitted over the web.
  • A better way to communicate product launches, issues, and other tips and tricks.

Over the next few weeks we will be focusing on putting more and more information into the customer facing Knowledge Base, and getting a few of the kinks ironed out. If you run into problems with the site, have suggestions on how we can do things better, or any improvements that you would like to see please feel free to let me know. 

Regards, 

-Adam Zilliax 

Manager, Technical Support
Comments (5)
Haris Khan
14 March 2011 08:24 PM
It is nice to see Faronics own support portal. I really like the layout, not over crowded and it is also easy to find and navigate. However I would like forum to return, which would be great help to community as well as Faronics.
Jody Meadows
19 March 2011 03:57 AM
Adam - nice work with the new support portal. Where can I go to find the listing of the latest releases? I used to be able to do that from faronics.com but the support link does not appear to be there any longer.
Adam Zilliax
04 April 2011 07:03 AM
Jody, the full version numbers can be seen by clicking on the "Build Feed" link at the top of the page. It's a RSS feed that interested users can subscribe to for notification of updated releases.
Jay Stoeber
16 May 2011 02:27 PM
Adam,

Nice forum/support area. You said above in one bullet point that this is "A way to check the status of tickets that are submitted over the web."
Not tickets that are called in???? :-/

Any plans to make the support consistent in this regard? I personally use both methods, depending on the severity of the issue. It would be frustrating if I had some tickets here - but not all. Especially with an issue that happened any length of time ago and I needed a "refresher" of what the cause/solution was because it happened so long ago. After all - none of us are getting any younger. ;-)

Thanks!
Adam Zilliax
18 May 2011 02:22 PM
All the tickets submitted, even via phone should be being logged into the system by our staff. So yes, even phone tickets should be visible and trackable via the site.