I just submitted a help ticket. Now what?

I'll take a look at that. This is my first wiki, and as far as I can tell, no one else in the department that I'm setting it up for has done one either--what I really need is "PBWiki for Super-Dummies"! But the community forum looks like it might be the next best thing. Thanks! ( Delete or Edit for 15 minutes )

I have this same experience - both trying to connect to a nonexistent corporate server AND briefly seeing salesforce.com. I have to quit my VPN to submit a ticket. I also had this experience when I was trying to download a white paper. ( Delete or Edit for 15 minutes )

I just submitted a post (8 August 08) and landed on this page. Now What? is correct. Your official response that you would fix this was 5 months ago. How do we track our ticket? How do we see other tickets that are or aren't being worked on? Why have 5 months gone by and either a link to the ticket status or an explanation about why we can't see the status of tickets has not been put on this page. ( Delete or Edit for 15 minutes )

When I comment on a comment, there seems to be no indication of what I am commenting on. I said "HOW?" but without the connection to the thing I was referring to, it makes no sense to anyone. Is there some reason for this to work in such a useless way? When this is all about wikis, and wikis don't have that kind of problem, why don't we use wikis for this discussion instead of this mess? ( Delete or Edit for 15 minutes )

How's that search for weekend support staff coming along there, Paul? ( Delete or Edit for 15 minutes )

Nitpicker: You can either reply to Paul's original question -- this overall topic -- or you can add a comment. Replies go to everyone; comments go only to the person you're leaving a comment for. Hope this helps. ( Delete or Edit for 15 minutes )

ski: Sorry you're having problems. I notice that you've had other interactions on Get Satisfaction in the past few months, and that PBWiki answered some of those questions for you, so I'm a little unsure about your current confusion. What can we do to help fix the problem you're having now? ( Delete or Edit for 15 minutes )

Despite running a wiki, these folks do a great job of obfuscating how to do stuff. They seem also quite practiced at not responding to user issues with concrete helpful information. If they used their own tool, wikis, for this support function, then WE could fill in the blanks and help each other figure out stuff. Instead, we GetSuffering which uses obsolete and unhelpful forum style interaction so that instead of getting better over time, these discussions just get longer. This constrains the best answers to get burried deeper and deeper in irrelevant material. I do not understand why they don't read "Wikinomics" and try to be more open and to make use of their own tools. It's frustrating whether you pay or even it you don't. As one tiny example, this madness of providing a postage stamp size box for composing a comment virtually guarantees that the quality of the comments will be greatly reduced. We don't even get to see what we are saying. How dumb is that? ( Delete or Edit for 15 minutes )

Every interaction here is about at least one problem. Just solve them. In this case, when the system sends you somewhere, that place should provide useful information such as that the trouble ticket will be responded to in email within three days. But it seems like nobody is in charge of fixing the problems in the user interface or letting anyone else fix them. This GetFrustration system makes me angry, and I've learned to use the energy in my anger to try again to fix what made me angry. It may not work, but I break less pottery around my house that way. ( Delete or Edit for 15 minutes )