In an effort to improve the Jungle Disk customer support experience we will be moving to a new ticketing based system, powered by Zendesk.
With the number of users we now support it can be difficult to keep track of individual issues in a forum setting. This new system will allow the Jungle Disk team to better serve our customers and ensure any questions or issues get resolved quickly and efficiently. We have also begun to integrate our knowledgebase into the portal to provide a single location for both of these support resources.
It is our intention keep the customer forums in place for the foreseeable future to allow our customers to continue to interact with each other as a mechanism for sharing things like tips and best practices.
Going forward the Jungle Disk team will continue to monitor the customer forums, however all customer support requests should now be directed to the new support system at http://support.jungledisk.com.
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Lois Jones said,
January 21, 2009 @ 9:07 pm
Tried to install update 2.50b over 2.50a. Error ” cannot install service…cancel/retry” Retry did not work. Could not reactivate service (“marked for deletion”). Had to reboot and reinstall version 2.50a and reboot again. 2.50a is now working again. Do I need version 2.50b, and if so, how do I get it to work? System is SBS 2003, service pack 2.
Jason Litka said,
January 22, 2009 @ 12:23 pm
Sorry, but I think this is a horrible idea. It’s one thing to offer paying clients the option of communicating directly to the developers with a support ticket system, but cutting off public support means that prospective customers can’t get any info on the number of issues with the app and that existing customers can’t learn from the issues already found by others.
I’m a desktop customer at the moment but was planning on signing up for a dozen or so Workgroup accounts now that 2.5 is final. This change just cost you that business.
Nieri said,
January 26, 2009 @ 1:46 am
Having been on the other side with a company that went from tickets to trying to use the forum, I mostly agree with Jason Litka. Unless you have something very innovative, you are going to bottle up a lot of valuable issue history and steps that would otherwise be available to everyone through google / your search. KBs in my experience seem great in theory but in practice are not nearly as valuable as forums because they depend so much on active work on your part to make them worth looking at for customers.
Hopefully you have a plan to keep all the issue history, current hot issues, and intermediate steps available to your general user public?
I love jungledisk by the way and have been encouraging so many people to use it as well as being a user myself. Downloading the new version now….