Once a support file has been created for ManageEngine we get an automated reply to confirm;
"Your file has been uploaded successfully to our server. We will contact you as soon as possible"
But there's no call reference number included?
Once a support engineer follows up the automated email with a response the call number is included but could I make a suggestion that a call reference is assigned from the initial automated response? It makes things clearer when a support engineer emails back especially if you have several open calls at once.
In the meantime would it be possible to at least include the message text that is entered when creating a support log into the confirmation email that gets sent out to confirm that the logs have been uploaded succesfully?