Is it possible to search support requests from other users?

[Jim]

I feel like I will have to burn support requests to get answers that may have already been asked by other users, and answered by support. Can I search other users' support requests? I don't see a way to do that now.

[Atanas Korchev]

Hello Jim,

 You can only search the forums. We don't allow searching through other users' support tickets because it would be considered a security breach. People are often sending sensitive data as attachments.

Regards,
Atanas Korchev
Telerik

[Jim]

Thanks. I have used another vendor's tools, and they make other users' support requests visible. Occasionally I have seen another user post my question already and been able to get an answer faster this way.

They do allow you to flag a support request as private at any time.

[Atanas Korchev]

Hello Jim,

 The Kendo UI support system works in a similar way:

 Forum posts are public. Anybody can read and search them. Only registered users can post.
 Support tickets are private. Only the person who opened them can read them.

 You are free to search the forum posts before opening a new thread. If you want your thread to be public - use the forum. Otherwise you open a support ticket.

Regards,
Atanas Korchev
Telerik

[Jim]

Well, ok, but other users may choose to just submit a support request directly, bypassing the forum, I have no control over that.

Thanks.

[Atanas Korchev]

Hello Jim,

 We believe everybody has the right to decide whether to open a private (support) or public (forum) ticket. This is why we implemented a system where the people decide for themselves if their problem is worth sharing with the community or not.

Regards,
Atanas Korchev
Telerik