We would like to collect some feedback from you to improve ABP support. In this context;
- What are your problems with ABP Support?
- Please suggest your ideas on how we can improve them.
51 Answer(s)
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Why is this ticket closed it is not done yet: https://support.abp.io/QA/Questions/4595/How-to-implement-single-signout-using-abp
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The bot automatically closes it, if there's no activity from the ticket owner. @kirotech, I reopened the ticket. and please send an email to info@abp.io if you have such issues. Many people are subscribed to this topic and reading your -personal- problem.
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Mosf of the time - when we have a technical question - we are asked to either send the project source code or create the test version where the problem is reproduced.
The first one is not possible because of commercial nature of the project. The second one is very time consuming and is not possible too.
Yes, our solution is quite complex and we have some custom code on the top of ABP framework. But it would be great, if your support team devoted more time trying to understand the nature of the problem and analyze the fragments of the code shown in the message. Because often the answers are very short and meaningless - so we end up debugging out solution and looking at the downloaded ABP module source codes to resolve the problem ourselves.
Agreed. Would imagine very few non profit / open source project tend to use ABP Commercial.
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The bot automatically closes it, if there's no activity from the ticket owner. @kirotech, I reopened the ticket. and please send an email to info@abp.io if you have such issues. Many people are subscribed to this topic and reading your -personal- problem.
Hey I don't think this problem just for us. I would suggest you to keep tickets open for at least 30 days. Because not everybody has time to respond with technical details in 7 days.
Another suggestion I would like to make. We need private tickets. Because paying customers are paying for support also why all tickets has to be public? Some problems are delicate and includes security questions like we have with your not working oauth openid functionality we have to share our applications configurations publicly this just doesn't make any sense.
Also another thing. I think your support tickets creator filter is privacy problem. If I search @gmail.com I can find emails from your support system database. Also I can find your customers account names. I would suggest to improve that or just remove it from public.
Also another thing how you can improve you support is by providing reliable information when you going to release bug fixes what we found in your abp commercial. As example your abp commercial payments bugs which we reported and had to ask several times which version fix will be included in.
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The bot automatically closes it, if there's no activity from the ticket owner. @kirotech, I reopened the ticket. and please send an email to info@abp.io if you have such issues. Many people are subscribed to this topic and reading your -personal- problem.
Hey I don't think this problem just for us. I would suggest you to keep tickets open for at least 30 days. Because not everybody has time to respond with technical details in 7 days.
Another suggestion I would like to make. We need private tickets. Because paying customers are paying for support also why all tickets has to be public? Some problems are delicate and includes security questions like we have with your not working oauth openid functionality we have to share our applications configurations publicly this just doesn't make any sense.
Also another thing. I think your support tickets creator filter is privacy problem. If I search @gmail.com I can find emails from your support system database. Also I can find your customers account names. I would suggest to improve that or just remove it from public.
Also another thing how you can improve you support is by providing reliable information when you going to release bug fixes what we found in your abp commercial. As example your abp commercial payments bugs which we reported and had to ask several times which version fix will be included in.
To ask questions privately, you can upgrade to the Enterprise License plan.
I understand your concern about email privacy but that combo box you mention only shows usernames. If the account owner writes his email to the username area then it'll be shown, if he writes his cell phone its shown. if we remove it from there, it's still visible in the question-answer sections. hence this is not a privacy deal.
On the other hand, if you want to see raw and detailed change logs for every release, please check the full change logs document that we recently started to publish https://docs.abp.io/en/commercial/7.1/change-logs/index
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The bot automatically closes it, if there's no activity from the ticket owner. @kirotech, I reopened the ticket. and please send an email to info@abp.io if you have such issues. Many people are subscribed to this topic and reading your -personal- problem.
Hey I don't think this problem just for us. I would suggest you to keep tickets open for at least 30 days. Because not everybody has time to respond with technical details in 7 days.
Another suggestion I would like to make. We need private tickets. Because paying customers are paying for support also why all tickets has to be public? Some problems are delicate and includes security questions like we have with your not working oauth openid functionality we have to share our applications configurations publicly this just doesn't make any sense.
Also another thing. I think your support tickets creator filter is privacy problem. If I search @gmail.com I can find emails from your support system database. Also I can find your customers account names. I would suggest to improve that or just remove it from public.
Also another thing how you can improve you support is by providing reliable information when you going to release bug fixes what we found in your abp commercial. As example your abp commercial payments bugs which we reported and had to ask several times which version fix will be included in.
To ask questions privately, you can upgrade to the Enterprise License plan.
I understand your concern about email privacy but that combo box you mention only shows usernames. If the account owner writes his email to the username area then it'll be shown, if he writes his cell phone its shown. if we remove it from there, it's still visible in the question-answer sections. hence this is not a privacy deal.
On the other hand, if you want to see raw and detailed change logs for every release, please check the full change logs document that we recently started to publish https://docs.abp.io/en/commercial/7.1/change-logs/index
We have to pay 10000 for license to get private tickets? Doesn't look like fair offer sorry. Really appreciate your offer, but no thank you
If your user name combo box is fine with you it is 100% fine with me. No worries here. From customer perspective it just looks strange when I search and I find your customers emails and phones. but if there is no problem it is no problem.
I'm not looking for change logs I'm looking for reliable information provided in tickets when bug fix reported going to be released. Do you see the difference?
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We love the framework but support and bug reporting is not handled well. My developer has mostly given up reporting issues as he says it's not worth it as responses tend to be one line, minimum effort answers. Complex issues often just get auto-closed without resolution.
I don't mind the one line answers but they should not be considered a paid response to an issue when we only get to report 15 a year. Basic forum responses should not be included in any limit.
I would suggest you take a look at how service stack (https://forums.servicestack.net/) handle this for a fraction of the price. With a unlimited support forum for paid users with a smaller number of private escalated incidents.
There is very little in the commercial package we use as we have our own UI framework, we're basically just paying for the support forum.
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We love the framework but support and bug reporting is not handled well. My developer has mostly given up reporting issues as he says it's not worth it as responses tend to be one line, minimum effort answers. Complex issues often just get auto-closed without resolution.
I don't mind the one line answers but they should not be considered a paid response to an issue when we only get to report 15 a year. Basic forum responses should not be included in any limit.
Fully agree. I also noticed that the quality of the support has deteriorated: 2-3 year ago the replies (from the same support team members, BTW) were more meaningful, detailed and looked like a "ready-to-help" dialog. Now it looks like the total amount of work on the growing framework has noticeably increased since then and the support team simply does not manage to handle the support tickets. Well - it's the most careful explanation I have.
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All your feedback is being evaluated. Don't hesitate to declare your suggestions, issues and ideas.
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Your feature request thread was auto closed btw.
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Your feature request thread was auto closed btw.
thanks. I reactivated it.
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BTW how can I see my previous tickets? and why I cannot submit a new ticket although I still have 14 remaining tickets?!
You can easily see your own tickets
this is the link for creating new question: https://support.abp.io/QA/Questions/New if you cannot navigate to this URL, it means your permissions have recently been updated. try re-login to refresh your permissions.
I can navigate to that url but I cannot see any submit button as in the following screenshot:
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BTW how can I see my previous tickets? and why I cannot submit a new ticket although I still have 14 remaining tickets?!
You can easily see your own tickets
this is the link for creating new question: https://support.abp.io/QA/Questions/New
if you cannot navigate to this URL, it means your permissions have recently been updated. try re-login to refresh your permissions.I can navigate to that url but I cannot see any submit button as in the following screenshot:
this topic is not for specific problems therefore I'm deleting your posts. you can contact to info@abp.io for the problem you faced.
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BTW how can I see my previous tickets? and why I cannot submit a new ticket although I still have 14 remaining tickets?!
You can easily see your own tickets
this is the link for creating new question: https://support.abp.io/QA/Questions/New
if you cannot navigate to this URL, it means your permissions have recently been updated. try re-login to refresh your permissions.I can navigate to that url but I cannot see any submit button as in the following screenshot:
Have you tried logging out and logging in?
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BTW how can I see my previous tickets? and why I cannot submit a new ticket although I still have 14 remaining tickets?!
You can easily see your own tickets
this is the link for creating new question: https://support.abp.io/QA/Questions/New
if you cannot navigate to this URL, it means your permissions have recently been updated. try re-login to refresh your permissions.I can navigate to that url but I cannot see any submit button as in the following screenshot:
Have you tried logging out and logging in?
Yes I did
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BTW how can I see my previous tickets? and why I cannot submit a new ticket although I still have 14 remaining tickets?!
You can easily see your own tickets
this is the link for creating new question: https://support.abp.io/QA/Questions/New
if you cannot navigate to this URL, it means your permissions have recently been updated. try re-login to refresh your permissions.I can navigate to that url but I cannot see any submit button as in the following screenshot:
Have you tried logging out and logging in?
Yes I did
Hello, I could not reproduce the problem you mentioned in my local. This situation seems to be related to roles as my friend said. It should not be like this, even if you log out and log in again. Can you clear your browser's cache and cookies and try?
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@mohsalah we tested your account, and we could successfully see that you have the "New Question" button and also the "Submit" button. On the other hand, this topic is not personal problem issue sharing. Please send an email to info@abp.io for your personal problems.
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I submitted a request for support, but the issue was closed before I was able to solve the issue. Is this your standard operating procedure? In my career, the person who files the ticket either requests the closure, the support person asks if the ticket can be closed, or, it is closed automatically after the customer becomes un-responsive. To me, there should also be a distinction between resolved and closed.
An issue can be resolved temporarily, but that might be due to a workaround. The underlying issue may require a development task, which would then relate to the ticket. To me, a closed issue means that the issue is no longer an issue at all. In my request, I don't believe the issue was even resolved as I still needed to diagnose additional failures. There should be some adjustments to the module installation process for the issue to be truly fixed.
I've been using ASP.NET Boilerplate since v1.5.2 and switched to a commercial license with abp.io because it is exactly what we need right now. Since the support community is public, I tried to highlight some of the additional steps I took to resolve the issue. However, by purchasing support, I would expect a complete solution provided by the support team. Especially when integrating a module provided by the same organization that provided the base software and the installation documentation.
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I submitted a request for support, but the issue was closed before I was able to solve the issue. Is this your standard operating procedure? In my career, the person who files the ticket either requests the closure, the support person asks if the ticket can be closed, or, it is closed automatically after the customer becomes un-responsive. To me, there should also be a distinction between resolved and closed.
An issue can be resolved temporarily, but that might be due to a workaround. The underlying issue may require a development task, which would then relate to the ticket. To me, a closed issue means that the issue is no longer an issue at all. In my request, I don't believe the issue was even resolved as I still needed to diagnose additional failures. There should be some adjustments to the module installation process for the issue to be truly fixed.
I've been using ASP.NET Boilerplate since v1.5.2 and switched to a commercial license with abp.io because it is exactly what we need right now. Since the support community is public, I tried to highlight some of the additional steps I took to resolve the issue. However, by purchasing support, I would expect a complete solution provided by the support team. Especially when integrating a module provided by the same organization that provided the base software and the installation documentation.
Hi @chrislarabell ,
We'd happily help you with your support issue. please send an email to info@abp.io. As for the support ticket auto-close procedure; To keep the question active and monitorable, there's an agent that automates this process.
According to the support rule, after 10 days have gone since the last answer from the support team, an email is being sent to the question owner regarding the question's inactivity. In this step, the support team is awaiting a response from the owner to keep the question active. The question is automatically closed if the owner still doesn't respond after 5 days. Within the period the question is still active, the owner can reopen the question and continue the conversation throughout this time frame. After waiting in this manner for 7 days, the question is automatically locked by the Service Bot, if there is still no response. The question owner receives an email notification for each of these phases. Despite these warnings and steps, the question can be reopened if the owner emails info@abp.io. This procedure is carried out to make support questions more active and monitorable.
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According to the support rule, after 10 days have gone since the last answer from the support team, an email is being sent to the question owner regarding the question's inactivity. In this step, the support team is awaiting a response from the owner to keep the question active. The question is automatically closed if the owner still doesn't respond after 5 days. Within the period the question is still active, the owner can reopen the question and continue the conversation throughout this time frame. After waiting in this manner for 7 days, the question is automatically locked by the Service Bot, if there is still no response. The question owner receives an email notification for each of these phases. Despite these warnings and steps, the question can be reopened if the owner emails info@abp.io. This procedure is carried out to make support questions more active and monitorable.
I have also had difficulties with this handling. I have reported bugs several times that ended up in an internal issue. It was said that the issue would be fixed, but there is no way for me to track when that bug was fixed. The question is then already closed and I can't follow up (unless I actively save the question from being closed).
What I would like to see: Either we get insight into these internal issues and can see the current status or you get feedback in the original question when the issue has been resolved (even if the question has already been closed automatically).
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if you realy want to improve your support than you need to define rules / standards for supports communication - as many people already mentioned, currently it is more time consuming to ask your support instead of doing it yourself ( and that does not include that in most cases you will not get a useful answer ).
one of the best support we know is syncfusion. they have strict communication rules that works pretty well. these rules are something like this ( for first and last anwser ):
- summary of the problem that you have understood
- statement if you can reproduce the problem or not
- sample project ( provided by you - not the request sender )
- for more complex request, sample video of the process
- time frame when the fix will be available or time frame when the final time frame will be available or time frame when the problem will be looked into
- link to issue tracker ( mostly private, can be made public on request )
than both side can use the sample project to concretize the problem. and all other people that have the same problem can use this to validate their approach and see the solution.
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Here's an example - I've spent quite a bit of time looking for this information: https://support.abp.io/QA/Questions/4042/Lepton-x-Theme-Source-Files-SCSS
I can't find the information anywhere, and the question that should have the answer was closed, with no resolution.
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I submitted a request for support, but the issue was closed before I was able to solve the issue. Is this your standard operating procedure? In my career, the person who files the ticket either requests the closure, the support person asks if the ticket can be closed, or, it is closed automatically after the customer becomes un-responsive. To me, there should also be a distinction between resolved and closed.
An issue can be resolved temporarily, but that might be due to a workaround. The underlying issue may require a development task, which would then relate to the ticket. To me, a closed issue means that the issue is no longer an issue at all. In my request, I don't believe the issue was even resolved as I still needed to diagnose additional failures. There should be some adjustments to the module installation process for the issue to be truly fixed.
I've been using ASP.NET Boilerplate since v1.5.2 and switched to a commercial license with abp.io because it is exactly what we need right now. Since the support community is public, I tried to highlight some of the additional steps I took to resolve the issue. However, by purchasing support, I would expect a complete solution provided by the support team. Especially when integrating a module provided by the same organization that provided the base software and the installation documentation.
Hi @chrislarabell ,
We'd happily help you with your support issue. please send an email to info@abp.io. As for the support ticket auto-close procedure; To keep the question active and monitorable, there's an agent that automates this process.
According to the support rule, after 10 days have gone since the last answer from the support team, an email is being sent to the question owner regarding the question's inactivity. In this step, the support team is awaiting a response from the owner to keep the question active. The question is automatically closed if the owner still doesn't respond after 5 days. Within the period the question is still active, the owner can reopen the question and continue the conversation throughout this time frame. After waiting in this manner for 7 days, the question is automatically locked by the Service Bot, if there is still no response. The question owner receives an email notification for each of these phases. Despite these warnings and steps, the question can be reopened if the owner emails info@abp.io. This procedure is carried out to make support questions more active and monitorable.
My question was open for about 24 hours before it was closed without a complete resolution: https://support.abp.io/QA/Questions/4966/How-do-I-add-the-CMS-Kit-Pro-to-the-Microservice-Template
I understand there is a bot that follows a procedure. I have no issue with the bot.
Can you respond to any of the relevant points in my original post?
Here they are again:
- [ ] An issue can be resolved temporarily, but that might be due to a workaround. The underlying issue may require a development task, which would then relate to the ticket. To me, a closed issue means that the issue is no longer an issue at all. In my request, I don't believe the issue was even resolved as I still needed to diagnose additional failures. There should be some adjustments to the module installation process for the issue to be truly fixed.
- [ ] Since the support community is public, I tried to highlight some of the additional steps I took to resolve the issue. However, by purchasing support, I would expect a complete solution provided by the support team. Especially when integrating a module provided by the same organization that provided the base software and the installation documentation.
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0
The bot automatically closes it, if there's no activity from the ticket owner. @kirotech, I reopened the ticket. and please send an email to info@abp.io if you have such issues. Many people are subscribed to this topic and reading your -personal- problem.
Hey I don't think this problem just for us. I would suggest you to keep tickets open for at least 30 days. Because not everybody has time to respond with technical details in 7 days.
Another suggestion I would like to make. We need private tickets. Because paying customers are paying for support also why all tickets has to be public? Some problems are delicate and includes security questions like we have with your not working oauth openid functionality we have to share our applications configurations publicly this just doesn't make any sense.
Also another thing. I think your support tickets creator filter is privacy problem. If I search @gmail.com I can find emails from your support system database. Also I can find your customers account names. I would suggest to improve that or just remove it from public.
Also another thing how you can improve you support is by providing reliable information when you going to release bug fixes what we found in your abp commercial. As example your abp commercial payments bugs which we reported and had to ask several times which version fix will be included in.
To ask questions privately, you can upgrade to the Enterprise License plan.
I understand your concern about email privacy but that combo box you mention only shows usernames. If the account owner writes his email to the username area then it'll be shown, if he writes his cell phone its shown. if we remove it from there, it's still visible in the question-answer sections. hence this is not a privacy deal.
On the other hand, if you want to see raw and detailed change logs for every release, please check the full change logs document that we recently started to publish https://docs.abp.io/en/commercial/7.1/change-logs/index
We have to pay 10000 for license to get private tickets? Doesn't look like fair offer sorry. Really appreciate your offer, but no thank you
If your user name combo box is fine with you it is 100% fine with me. No worries here. From customer perspective it just looks strange when I search and I find your customers emails and phones. but if there is no problem it is no problem.
I'm not looking for change logs I'm looking for reliable information provided in tickets when bug fix reported going to be released. Do you see the difference?
To further expand on this point.
One response we got from support was
I suggest you consider upgrading your license to get the source code of the modules.: )
Which I understand is very tongue in cheek, and got a chuckle out of me after I'd calmed down a little, but is incredibly frustrating when you are starting out with your product and paid for the ccommercial modules to "jump-start your project" suddenly appears to be not a 1.5/3k investment but a 6/10K?
I imagine the sentiment is the same when it comes to tickets. It appears you're getting what you want, but in reality, not so much.
It's also worth highlighting that your change logs do not include all the changes made at the "ull change logs document". Having to go hunting through GItHub PRs for changes is not okay. An example of this being the recent resolution to authentication tokens expiration and the new override methond (Which is amazing, thank you.)
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I see that most of the comments are abstract.
To fine-tune our documentation and get started steps, we need concrete examples.
Because for me it's very straightforward to kick-start a project.
Imagine that you start a new scratch ASP.NET Core project with Docker, DevExpress, and Identity Server with a tiered architecture, would it be slaphappy?As a developer in this exact situation, I have a concrete example for you. The File Management Module Documentation does not explain how to install it correctly.
https://docs.abp.io/en/commercial/latest/modules/file-management
There is no mention in here of having to insert the correct connection string (FileManagement), the adjustments to EntityFrameworkCoreModule.cs, the ocelot additions which have to be made as it inserts under FileManagement instead of the module you install it into, and if you install it via Suite having to change the UI if you're on BlazorServer as it loads the wrong one. If I am following a set of installation instructions, I would expect at the end of the instructions to be able to hand it to a test user. It may not be production ready, but it should at least work.
Update: The Doc actually says about the connection string now. May have missed it, or may be a recent edit: "This module uses FileManagement for the connection string name. If you don't define a connection string with this name, it fallbacks to the Default connection string." << But it most definitely does not fall back to the default connection string.
I have no doubt that with access to the source code it would have been clearer to pick up, but as it stands it was incredibly frustrating having to reach out to support after over a week of trying to resolve it ourselves and use up one of the few tickets we have.
I have no doubt that now we have one successful module installed, it'll be more obvious as to what to do for the next one (Looking at Payments next, so hoping it's a similar install process) but i wouldn't describe it as "very straightforward to kick-start a project." Maybe if you was looking for a basic MVC webpage, yes. but the rest of the features? Not really.
