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critical · 05-28-2011, 10:20 AM

"I don't think that's ever been a prob at NatNet."

It hasn't been a problem here because we really push our web interface or live chats.

Funny. You obviously do not understand filtering and the fact that Nat Net would have no control over them not receiving their customers emails. That is why we use a ticket system that offers a web based option to login and submit tickets through. The problem is that everyone must use spam filtering otherwise so much spam would fill up support email addresses making it useless. If the customer happens to be on a network that just got on some RBL then they would not realize it, nor would nat-net, until after the customer gets mad about it. That is, and will be a big problem. Yes, the argument can be made that we can whitelist customers email addresses, however customers don't adhere to sending from the same address all the time and some of them get new email addresses as often as they change underwear. The best solution is using the web interface or calling the support line. If its urgent, never rely on email. Thats my rule of thumb. Agree or not, its the way email is on the internet today.

I just thought of one way it could be handled but again no guarantees: Customer could be forced to put a specific string in the subject when submitting an email ticket. That might allow the isp to whitelist them as they arrive. Im sure you can all come up with many solutions to this type of problem, and that is WHY it is a problem. If you have to think about it soooo much that you have to come up with many scenarios to solve it and none are 100%, then it's an unreliable solution no matter what in my opinion.

05-28-2011, 10:20 AM
critical Confirmed User Join Date: Aug 2009 Posts: 478	"I don't think that's ever been a prob at NatNet." It hasn't been a problem here because we really push our web interface or live chats. Funny. You obviously do not understand filtering and the fact that Nat Net would have no control over them not receiving their customers emails. That is why we use a ticket system that offers a web based option to login and submit tickets through. The problem is that everyone must use spam filtering otherwise so much spam would fill up support email addresses making it useless. If the customer happens to be on a network that just got on some RBL then they would not realize it, nor would nat-net, until after the customer gets mad about it. That is, and will be a big problem. Yes, the argument can be made that we can whitelist customers email addresses, however customers don't adhere to sending from the same address all the time and some of them get new email addresses as often as they change underwear. The best solution is using the web interface or calling the support line. If its urgent, never rely on email. Thats my rule of thumb. Agree or not, its the way email is on the internet today. I just thought of one way it could be handled but again no guarantees: Customer could be forced to put a specific string in the subject when submitting an email ticket. That might allow the isp to whitelist them as they arrive. Im sure you can all come up with many solutions to this type of problem, and that is WHY it is a problem. If you have to think about it soooo much that you have to come up with many scenarios to solve it and none are 100%, then it's an unreliable solution no matter what in my opinion.