On Friday I submitted a support ticket on behalf of a client (my account has access to their Cloudflare account). After a couple of very confusing automated replies, I received a ticket acknowledgement, but when I click on the ticket detail link, I get a blank screen. If I look at the network tab in the browser dev tools, I’m getting a 403 Forbidden response. The ticket is also not showing up in my list of tickets under https://www.support.cloudflare.com/support/s/case/Case/Default.
What steps have you taken to resolve the issue?
Adding this message?
What are the steps to reproduce the issue?
Visit the ticket URL (not sure I should be posting that on a public forum?) My support user profile name is.
Sorry for the issues with that, the team is aware of the problem and working to resolve it. If you respond to the ticket emails the agents working on your ticket will see the replies.
This is probably a silly question, but is there any kind of ETA (even a very vague one) for all of these support issues to get ironed out? This incident has been ongoing for four months now…
Sorry if I come across as rude, I understand that this is not your fault at all! But it is starting to get incredibly frustrating.
That is not rude at all and I understand and share your frustration. I don’t have an eta, I know the team is making a bit of progress and will push for details to see if I can share details. And, I’ll flag your ticket for my colleagues to assist.
I was reviewing 01283949 to see if we can assist while we’re waiting on Support.
Is the issue you were encountering the 403 errors on the dash? If it’s a routing issue can you share a trace from an affected machine for us to diagnose?
When I view your account I am able to see the support tickets on that page.
Instead of clicking the link, can you please navigate to account in your dashboard that you opened the ticket for? Once you have selected the corrected account, then you click on support in the upper right followed by my activities
Thanks for checking @emanova - no, I can’t see the new ticket anywhere.
I can see an old ticket from last year, and two others that I put in fairly recently (all on behalf of another client), but 01283949 isn’t in the list.
It doesn’t seem to make any difference which account I’m viewing when I click the My Activities - All Tickets menu item: I always see the same 3 tickets, but not 01283949, the latest one.
I was reviewing 01283949 to see if we can assist while we’re waiting on Support.
Is the issue you were encountering the 403 errors on the dash? If it’s a routing issue can you share a trace from an affected machine for us to diagnose?
Thanks for your offer @cloonan—I did attach a trace request and a traceroute from the client to the ticket, along with other information. 01283949 relates to browser stalling when accessing the site over IPv6-enabled ISPs, particularly BT Internet in the UK.
Incidentally, 00458136 (which is one of the other tickets that I can see) details almost exactly the same issue, with a different client, last year; this “magically” resolved itself, seemingly without anyone doing anything, and we still have no idea why, or what the root cause was.
I do see a misconfiguration on the support portal. It looks like your email is not connected to the account in the support portal, which is why you can see tickets from some accounts but not others. I have escalated this to our backend engineers to adjust.
The engineer indicated they are able to see your tickets in your account and they suspect the link is incorrect. Can you share a screenshot of the blank page here?
