Avast WEBforum
Other => General Topics => Topic started by: lukas.hasik on October 12, 2015, 06:01:25 PM
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Hi,
we moved our ticketing system to new platform. The goal is to make it more friendly to Avast customers. Main changes are
- simplified user interface - http://support.avast.com (http://support.avast.com)
- SSO with my.avast.com - yes, you have to log in to be able to Submit ticket but you can use you Avast Account
- simplified Submit ticket form - no more asking about the product, platform etc. Just write us your message. http://support.avast.com/support/tickets/new (http://support.avast.com/support/tickets/new)
Known issues :
- we are fixing the issue with certificate when you are using HTTPS to access the portal. It will be fixed soon - https://forum.avast.com/?topic=177575.0
- we still plan to support other languages than English. They wlil appear in next days.
- you cannot access your old tickets - that was tough decision however we had to close user interface of our old ticketing system to introduce the new at the same domain. We haven't migrated old tickets to new system. You can still reply via email to the old tickets and we'll continue in the communication till your issue is resolved. Newly created tickets should appear in the new system.
--- IF you cannot continue in the communication or you want to move to new system then just create new ticket at http://support.avast.com/support/tickets/new (http://support.avast.com/support/tickets/new). PLEASE, add there note about the previous ticket. We'll find it in archive, close it in old system and will continue in communication in new system.
thank you
Lukas
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Something else new? wow! The UI is nice, but
unfortunately following the link http://support.avast.com/support/tickets/new
brings me to Untrusted Connection page!
Also, how do I know if the ticket I submitted a few days got lost in the shuffle? I don't see a choice to view tickets at http://support.avast.com/support/home > Account. Lots of info on the account screen, but not support tickets.
Thanks for getting the Secure DNS message removed from the UI!!
thanks so much!
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For some reason the http url is being redirected via an HTTPS login page - so firefox is rightly saying you are using https to connect to a non secure page.
The question is why is this login intercept happening, presumably that has now changed from what it was before. I was able to connect directly to that page yesterday without issue.
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For some reason the http url is being redirected via an HTTPS login page - so firefox is rightly saying you are using https to connect to a non secure page.
The question is why is this login intercept happening, presumably that has now changed from what it was before. I was able to connect directly to that page yesterday without issue.
the link works fine for me now
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Yes it is working now.
But that is because it isn't being redirected to the https login page first, that is why I also pasted it into my image attachment, to show why the firefox warning is/was displayed.
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Yes it is working now.
But that is because it isn't being redirected to the https login page first, that is why I also pasted it into my image attachment, to show why the firefox warning is/was displayed.
understood
see first post Known issues :
- we are fixing the issue with certificate when you are using HTTPS to access the portal. It will be fixed soon - https://forum.avast.com/?topic=177575.0
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Hello!
I used to submit undetected samples trough the old version of the support website...
How should I submit theses undetected samples on this new site?
Thanks for your time!
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I cant access the support page at all...
I just get "ERR_CONNECTION_TIMED_OUT", i have tried multiple browsers, and systems.
i could access it fine before you uppgraded.
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I cant access the support page at all...
I just get "ERR_CONNECTION_TIMED_OUT", i have tried multiple browsers, and systems.
Confirmed, same here.
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Worth noting is that i had this problem a few days.
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there was a small unexpected outage. It should be back again.
I'm sorry about it.
Lukas
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Hi Lukas,
As per my PM to you, it still shows privacy error.
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Hi Lukas,
The support ticket link works now! By the way, how can I view my old/existing support tickets? Only one of them is still active and under investigation. Ticket ID: #BYU-790-31187
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Hi Staticguy,
You cannot longer access to old support tickets. You will receive an email in case there is some activity on it.
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This entire process of going through links to get a refund sucks! The phone vendor Digital River is useless, and have us go to the Avast link to submit a ticket. Then you often get to this page and it is unavailable. I finally was able to get through and type something, but god knows when I'll get a response! They can ignore you, and you cannot even complain about it, because Avast will not allow you to speak to them. DR has no control over billing, so a customer is screwed. Horrible customer service!
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This entire process of going through links to get a refund sucks! The phone vendor Digital River is useless, and have us go to the Avast link to submit a ticket. Then you often get to this page and it is unavailable. I finally was able to get through and type something, but god knows when I'll get a response! They can ignore you, and you cannot even complain about it, because Avast will not allow you to speak to them. DR has no control over billing, so a customer is screwed. Horrible customer service!
The fastest way to get help is to contact Avast directly:
https://support.avast.com/support/tickets/new (https://support.avast.com/support/tickets/new)
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Avast link to submit a ticket. Then you often get to this page and it is unavailable.
Strange... Seems available. Maybe a temporary issue?
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I had a problem connecting to the https://support.avast.com/support/tickets/new support ticket page.
Though disabling https scanning and stopping the web shield and then restarting the web shield seems to have resolved that issue.
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No problem here:
(http://www.screencast-o-matic.com/screenshots/u/Lh/1446321289831-17925.png)
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No problem here:
<snip image>
Remember I have been having a lot of grief with https browsing since 10.4.x through to 11.1.2240.
I have just visited it now without issue.
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I had a problem connecting to the https://support.avast.com/support/tickets/new support ticket page.
Though disabling https scanning and stopping the web shield and then restarting the web shield seems to have resolved that issue.
Nothing here... Everything working fine...
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Just a suggestion, please place a notice/warning that the phone support is provided by a "contracted third party"
and is not owned nor is it operated by avast.
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Just a suggestion, please place a notice/warning that the phone support is provided by a "contracted third party"
and is not owned nor is it operated by avast.
Sorry but all the warnings :o in the world don't help if it's advertised on the Avast website. :'(
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Just a suggestion, please place a notice/warning that the phone support is provided by a "contracted third party"
and is not owned nor is it operated by avast.
Sorry but all the warnings :o in the world don't help if it's advertised on the Avast website. :'(
Agreed, and given the fact many of us have been advocating for avast to change it's strategy here for well over 2 years, I think it may be our concerns/complaints/suggestions are in vain. :-\
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Just a suggestion, please place a notice/warning that the phone support is provided by a "contracted third party"
and is not owned nor is it operated by avast.
Sorry but all the warnings :o in the world don't help if it's advertised on the Avast website. :'(
Agreed, and given the fact many of us have been advocating for avast to change it's strategy here for well over 2 years, I think it may be our concerns/complaints/suggestions are in vain. :-\
We can make suggestions. We aren't Avast and they ultimately make the final decisions. They may not always be the same as ours. :)
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Just a suggestion, please place a notice/warning that the phone support is provided by a "contracted third party"
and is not owned nor is it operated by avast.
Sorry but all the warnings :o in the world don't help if it's advertised on the Avast website. :'(
Agreed, and given the fact many of us have been advocating for avast to change it's strategy here for well over 2 years, I think it may be our concerns/complaints/suggestions are in vain. :-\
We can make suggestions. We aren't Avast and they ultimately make the final decisions. They may not always be the same as ours. :)
That is true Bob ;)
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Been waiting 2 days and 14 hours after I a submitted ticket to see why my email address isn't being accepted so I can update my payment information, which meant my auto renew was cancelled and I have no antivirus. Is it worth calling the support line, or should I hold steady?
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Be patient, 5 to 7 days is the suggested reply time.
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Be patient, 5 to 7 days is the suggested reply time.
I wouldn't call the helpline. They actually can't help you on this issue and, that help comes from a third party. :(
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Hi.....is it possible to get anyone from Avast to answer concerns? Submitted an support request on 28th December last year and despite an automated acknowledgment advising 24 hour response on Ticket Number 112514....nearly 2 weeks later....NOTHING! Online reviews and forums are full of similar problems. Non existent customer support doesn't inspire confidence to proceed beyond trial period and looks like it will have to be my credit card company that take it on board since Avast seem to just ignore customers once they have credit card details. After years of using Avast Free and upgrading to their so called 'Premier' service I am shocked to find such poor customer service....sign of the times maybe?
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This really should have been in its own topic - I will however try to attract some attention to your problem.
As has been said the support telephone line is handled by a 3rd party service and they don't have the order or payment details so they can't deal with it.
Whilst it said 24hrs in the email response, we (avast users) are seeing it to be 5-10 business days - obviously over the holiday period there will be a greater number of non-business days.
You don't actually say what action it is/was that you required in your ticket.
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Hi.....is it possible to get anyone from Avast to answer concerns? Submitted an support request on 28th December last year and despite an automated acknowledgment advising 24 hour response on Ticket Number 112514....nearly 2 weeks later....NOTHING! Online reviews and forums are full of similar problems. Non existent customer support doesn't inspire confidence to proceed beyond trial period and looks like it will have to be my credit card company that take it on board since Avast seem to just ignore customers once they have credit card details. After years of using Avast Free and upgrading to their so called 'Premier' service I am shocked to find such poor customer service....sign of the times maybe?
Hi s.millar,
Sorry about that.
Your trial's auto-renewal was successfully cancelled on 28 December. You should have received an automatic confirmation of this, didn't you receive it?
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By the way the purpose of this thread was to provide information when we moved from the previous support platform to the newer one.
I'll be locking it as it is not aimed to serve for requesting support here.
If needed, please open a thread. Thank you for understanding.