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How do I submit a support ticket?

cubelodyte 02-11-15
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How do I submit a support ticket?

Frankly, this is a bit humiliating to post, but I have no idea how to submit a support ticket. 

 

Gone are the days when one can simply send a support request to support@optimizely.com.

Now we're told to use Optiverse, but there's no place here (that I can find) for directly contacting support. 

 

Say, for instance, I would like to receive a data export for several of our recent experiments.

[I would, in fact.]

Do I really have to post this on an open forum?

 

I've spent the last 15 minutes searching for an alternative, but I only find discussions about the CSV itself. 

 

So, as a feature request for Optiverse, I'd love to have a way to directly submit support tickets. 

If there is one, I'd like to request that it be accessible to the hopelessly obtuse, like myself.

Scott Ehly
Manager of Site Optimization
sehly@rentpath.com

'The single biggest problem with communication is the illusion that it has taken place.' - George Bernard Shaw
Brian_Abad 02-11-15
 

Re: How do I submit a support ticket?

Thanks for the question!

 

You can submit a ticket to our Support team by heading to http://support.optimizely.com. Log in to your Optimizely account and you should receive the option to file a support ticket if your subscription aligns with that feature.

 

Please note, there are 2 minor errors regarding filing a Support ticket:

 

  1. If you had changed your email address associated with your Optimizely account, there is some trouble with our system registering the correct account. Please let me know if this is the case.
  2. If you had not changed your email address and your subscription aligns with receiving Support but the ticket filing functionality is not present, you will need to go to http://support.optimizely.com --> log out of your account completely --> log in to your account completely. It would be helpful to clear your cache and cookies during this process or use an Incognito browser. 

You can find a list of support options for each subscription tier here: https://help.optimizely.com/hc/en-us/articles/200040055#support.

 

I hope this helps!

---
Brian Abad
Manager, Technical Support
Customer Success
Optimizely
cubelodyte 02-11-15
 

Re: How do I submit a support ticket?

Brian, 

Thanks for the point in the right direction.

Although I had not changed my email address on the account, logging in from an incognito session does make the Support Ticket widget visible for the first time ever. 

 

However, I can't log in on Chrome in any other way. 

 

I've cleared all cache, cookies and passwords from Chrome.

I've tried everything short of uninstalling Chrome (including clearing Optimizely related items in the MacBook Keychain). 

 

When I'm on the Community Page, it knows who I am and signs in automatically. When I'm on the Support page, it fails.

I decided to change my email to see if I could start with a clean slate. 

 

Now things are worse. 

 

The Community Page still logs me in without a prompt, but the Support page won't even show me a log in prompt. Instead I get this URL:

 

https://help.optimizely.com/hc/en-us?kind=error&message=User+is+invalid%3A+Email%3A++has+already+bee...

 

Clearly, Chrome is still harbouring some remnant of who it thinks I am related to the Optimizely sites, but I can't get rid of it. 

What's most peculiar is that fact that I have to log in from tab to tab. If I'm logged in on the Dashboard, I still have to log in for the Community. If I'm logged in on the Community page, I still have to log in again if I click the Support tab.

 

For now, I guess I can just use another browser, but it would be nice if I could simply access the actual login dialog and enter my credentials.

 

Scott Ehly
Manager of Site Optimization
sehly@rentpath.com

'The single biggest problem with communication is the illusion that it has taken place.' - George Bernard Shaw
Brian_Abad 02-11-15
 

Re: How do I submit a support ticket?

Hey Scott,

I've messaged you in a separate email to look into what's going on. Thanks for your patience.
---
Brian Abad
Manager, Technical Support
Customer Success
Optimizely
cubelodyte 02-11-15
 

Re: How do I submit a support ticket?

Brian, 

I've receive notice from support that I must click a link and register to prove my email address:

 

Thanks for submitting a ticket with Optimizely Support. We need to verify that you are the owner of this email address. Please follow the link below to verify and register with our web portal. The ticket will not be sent to our support team until this is complete. After signing up, you will be able to view the status of your ticket online via our Support Web Portal. 

https://help.optimizely.com/verification/email/xxxxxxxxxxxxxxxxxx/

[link modified for security]

 Unfortunately, clicking on this link only redirects back to my dashboard. Since this is the issue I'm trying to resolve, I'm at a loss. 

I wrote an email response, but that resulted in an automated email explain how in order to better serve me, I cannot send emails to support@optimizely.com. Instead, I should log into the Support page. 

 

At this point, it appears that this post is the only way I can communicate with you.

Scott Ehly
Manager of Site Optimization
sehly@rentpath.com

'The single biggest problem with communication is the illusion that it has taken place.' - George Bernard Shaw
Brian_Abad 02-11-15
 

Re: How do I submit a support ticket?

Thanks for your patience with this, Scott.

 

After verifying your email address can you please do the following:

 

  1. Head to http://support.optimizely.com
  2. Completely clear your cache and cookies https://help.optimizely.com/hc/en-us/articles/200179074-Pages-not-loading-in-the-Editor-troubleshoot...
  3. Log out of the Optimizely account (specifically on support.optimizely.com)
  4. Log back in to support.optimizely.com -- it's important this is not an automatic log in but rather manually inputting your email and password again

Let me know how this works for you! This is a one time process that should resolve what's going on.

---
Brian Abad
Manager, Technical Support
Customer Success
Optimizely
agenta 09-25-15
 

Re: How do I submit a support ticket?

having the same issue here.

Upadted the email address a few days ago and i am now unable to submit supoort tickets. help!

Level 2
Amanda 09-25-15
 

Re: How do I submit a support ticket?

@agenta - I opened a support ticket for you to clear this up. Thanks! 

Optimizely