I’m doing this, as I have in the past:
And yes, you can still use your unique support email address to get in touch if you prefer!
Based on this, I believe there should be no difference in the way issues submitted via the portal or via email. The issue I submitted via email shows up there:
There’s no way to click into the issue to get a history or any more status.
Whether they call this a ticketing system or not, I suspect this is a pretty rudimentary homegrown system and may be missing features that ensure follow-up on their end.
The point is really more that I’ve had tickets, including this one, that have gone into a black hole and from experience, I expect not to receive any follow-up. And, given that this is now going to be a separate paid add-on, I think they need to improve things on their end.
As for my specific issue, I sent a response on Oct. 5 and then another on Oct. 8 asking “Should I expect any further follow up on this?”. And, crickets since then.
For the record, the issue I had is that Depot builders increased our build times by 4X vs. native remote builders, and seem to have a resource contention issue that fly’s own builders doesn’t have. We’ve disabled Depot builders but the last public statement is that they’ll stop supporting their own remote builders. On my email thread with support someone from fly said that they “may” not deprecate their own builders. Not very reassuring. I gave some details here. Again, no follow up in the public forum
I suspect that fly may have decided that I’m being a pain in the ass and just stopped responding. A “real” ticketing system should ensure that they follow up, even with customers they think are being difficult (and for the record: I think this is a legitimate issue and I’m quite frustrated with the lack of engagement).