topic Support reps still using support-case@commscope.com and losing email responses in ZoneDirector

Support reps still using support-case@commscope.com and losing email responses

Greg_WiGuy — Fri, 09 Aug 2019 14:08:46 GMT

Ok, this is driving me a little crazy but I've had several support cases open where Ruckus support reps are emailing me from "support-case@commscope.com" and when replying to this address it doesn't get attached to my cases or get to the actual support rep. This is just the latest email address I've caught on to, there could be others that are non functional but still in use by the Ruckus support team.

This is not an isolated problem with one rep, it's happened on 3 cases in the past two weeks.

Re: Support reps still using support-case@commscope.com and losing email responses

james_mckenna_5 — Fri, 09 Aug 2019 14:29:25 GMT

Hello 80211WiGuy,

I'm really sorry to hear about this, please accept our apologies. We'll look into it immediately.

Regards

James

Re: Support reps still using support-case@commscope.com and losing email responses

michael_brado — Fri, 09 Aug 2019 16:18:35 GMT

I just emailed you 80211WiGuy. Thanks.

Re: Support reps still using support-case@commscope.com and losing email responses

hashim_bharooc1 — Fri, 09 Aug 2019 21:49:53 GMT

Hi 802.11WiGuy,

I do get emails from cases and I have had no issues, we will ask our team to work with the IT team to find out why we see this issue for you since last two weeks.
Usually if we keep case number and ref number with the square brackets, it should get attached to the case.
For example:
RE: Case 00962993 [ ref:_00D506n2C._5002J1GHqDE:ref ]

Did you use a new thread (Without the subject and ref number) or existing thread to send the email.

Thanks
Hashim

Re: Support reps still using support-case@commscope.com and losing email responses

Greg_WiGuy — Tue, 13 Aug 2019 13:54:32 GMT

Hi Hashim,
I checked all the old sent emails and the only pattern I found was that most/all of the missed emails were sent from my iPhone. Original subject line and recipients were maintained. I also confirmed other emails from my phone around those times were recieved by other business contacts.

Re: Support reps still using support-case@commscope.com and losing email responses

hashim_bharooc1 — Tue, 13 Aug 2019 21:25:41 GMT

Hey 80211WiGuy
Thanks for the update, my take is iPhone is taking away some characters from the subject header.
Please open a ticket or give me an open ticket number and we can try some tests right away to figure out if Subject header is getting truncated or not from iPhone emails.

Thanks
Hashim