Private support

Hi,

Hi,

all support questions are public?

Is there a way to ask a question privatly? - What will see only me and your support team?

Thanks,
Jiri

Thanks,
Jiri

  • Kris
    • Support

    Hi Jiri

    Hope you are doing good today.

    By default all support questions are public, when opening a new ticket there's a message on ticket form that the tickets are public after posting:

    Ticket form also comes with a site field and the address provided there is only available to our staff and is not available for other members or visitors that are checking the ticket so this information is safe and will not be indexed by search engines.

    If the members are asking to mark their tickets as private we don't have problems with doing that but we would usually like to know the reason, so I would like to ask if you have some specific tickets where the information you shared shouldn't be publicly available and we can either set them as private or simply mask the information you don't want to be publicly available. Like in this case:
    https://premium.wpmudev.org/forums/topic/remove-url-from-support-topis?replies=2#post-1375360

    As you already know we also have live chat and information provided in there is not public and if a ticket is opened for you by our staff from chat any sensitive data will be masked and you can ask the staff to mark your ticket as private when opening it. Then this ticket from start will be private.

    We don't have an option to mask all of your tickets as private at once so it would be best if you could share the tickets you want to be set as private or have some information masked/removed and we will do this for you.

    Kind Regards,
    Kris

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