We have moved our image processing notifications over to our ticketing system with the goal of providing a more informative message and to reduce the number of emails sent. Our support team will review all of these notifications as we have in the past.
We have developed a generic message that will link to the specific help article for the analysis type for the first phase of the project. Our support staff is working on building out a specific message for each analysis type that include fixes for the most common problems. For known errors for specific analysis types we will also build out a specific message that provides a fix for that specific problem. Over time our development team will look at the most common issues, ways to detect those issue, and will create new error messages that support can use to create specific messages for those issues in future notifications.
Under the new notification system, notifications will be throttled so that only one notification will be sent within two hours of the initial notification if the uploader, report, and analysis type are the same. After the initial notification, subsequent uploads will be noted on the support ticket so that the support team can evaluate all of the uploads before they respond.
Included in the notification is a search block provided by our ticketing system that will attempt to surface additional articles. This is a quick way to mark the ticket solved if you have already found a solution with a single click. You can also follow the link provided to see the status of your ticket or reply to the email. In the future we will add the capability to manage support tickets directly from the main navigation bar.