This was put in place for security now that the new support ticket system is open to the public.

Support tickets should remain private to paying customers just like they have been for the last 5 years.

We agree, if you are a paying customer, you should still get access to older support tickets.

If I understand you right... if I bought a theme or add-on, I should be able to see older or archived support tickets for that theme or add-on? Including ones raised by other people who have also bought that theme or add-on?

Until recently, that's what has been in place. Now I cannot see older or archived support tickets by anyone except the ones I have raised myself... which means I can't see if anyone had a fix for a problem before I raise a ticket.

This is insane. I've been using this system since 2008 and have been able to troubleshoot a lot of issues by reading through others. This NEEDS TO BE FIXED.

I've noticed this and agree it's mad and makes no sense, accept for maybe that developers don't want others to see bad feedback they've had maybe (albeit sometimes unjustified, or otherwise)?

I also notice that the "Release from Project" button has been dropped from the projects page. So now rather than being able to reuse elsewhere redundant add-ons and themes you've already purchased and own, you have to buy them again, or delete your whole whole project from C5, which is not practical.

It would be interesting to find out why from someone at Concrete5?

Ah, I hadn't noticed the 'released from project' yet. This is a killer because clients love to move the goalposts half way though a project...

Surely this is all worse for developers because they'll get so many more support tickets and requests for refunds? Before this change we were able to fix our own issues without calling on theme / add-on devs.

You're right... I'd like to hear from C5 on this too.

Allow me to explain the security part of this for the core team as we had some influence on the new functionality.

Over the years we have answered thousands of support requests. A small percentage of these support requests contain sensitive information such as admin access details, FTP access details, godaddy access details, etc, etc.

Customers would post this info even though we would ask them not to.

The older support ticket system was private to paying customers. This certainly poses a security threat, but not near as bad of a threat as having a support ticket system that is public "open" to the entire world like the new one.

It would have been next to impossible to search through thousands of support requests to find the ones that contain this sensitive info and hide the content.

This change that the core team made on older support requests was strictly for security.

The bottom line is, this extensive of a change was not necessary.

Here is why.

The new support ticket system provides us with some new and much needed functionality.

First, we now have the ability to "hide content" if a customer posts sensitive info.

Second, we now have the ability to fork a ticket to a "pre-sales" question or a "discussion" which can be used for FAQs, etc.

With this new functionality in place, there is absolutely no need to have the support ticket system open to the public. If we have the same support request that is asked repeatedly, we can fork it to a "discussion" and allow it to be viewed by the public.

So the question is, why does the "support" ticket system need to be open to the public? What's the point?

The way things are set up now will 100% cause more support requests. We have already had many complaints.

The fix here is rather simple. Set support tickets back to private for paying customers like it always has been.

Set "discussions" and "pre-sales" questions to public access.

Can anyone agree with this? The more people that do will increase our chances at having the core team listen.

@HostCo I wholeheartedly agree with your neat solution, what we presently have lacks the usual Concrete5 finesse with an all or (in this case) "nothing" resolution to the problem.

I for one found it useful to monitor support pages for some of the more complicated add-ons and themes to get advanced alerts to possible issues that may unknowingly affect some of my customers websites.

Any thoughts @HostCo about why we have lost the 'Release from Project' button, or as this is not what the main thread was about, perhaps you'd like to comment herehttp://www.concrete5.org/community/forums/chat/release-from-project... please, as it sounds like you have some knowledge about what's happening and why on Concrete5? I would really appreciate your thoughts, thanks bud.

I agree with your solution too @HostCo ... it seems the core team may have gone too far the other way here. Talking of the core team – we still haven't had any comment...

Suspiciously silent lol

+1 for @HostCo's solution!

Can we get some feedback from the Core team here?

Hey guys,

It's looking like we'll make those legacy threads visible again for license holders here in the near future.

+1 for HostCo's solution. This is a no brainer. We should get access to older support tickets just like we always have. Please bring back this functionality.

Just like HostCo says, now that developers can "fork" a support ticket, why do we need a public support ticket system? What is the point core team?

Thanks for the response Evan, this is great news.

Will this also change newer support tickets back to private access for paying customers?

Brilliant! This will save endless time and energy by giving us the freedom to look up issues before we request support. Probably good for the theme / add-on devs too...