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10 Comments

  • Carsten Falborg
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    Hi. Definitely let the other party know of the leak. They must have somehow changed their widget script to the same as yours?!

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  • Mike Cartwright
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    Should I contact the original source of the tickets to let them know of the leak?

    Absolutely. 

    Although, the advice you got from Zendesk Support is a bit weird. By how it sounds, this is a sensitive issue that needs to be dealt with immediately.

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  • Nicole - Community Manager
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    Hey Phil - 

    It looks like there was a misunderstanding with your initial inquiry, but I do see that this has been properly escalated and is currently in the process of being resolved. We apologize for the initial misdirection. 

    Please let us know if you have any other questions or anything else we can help with!

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  • Phil
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    Hi Nicole, it's been a week since I've had a reply on the ticket. I've also tried asking for an update via the ticket 3 days ago but have not received a response. I'm amazed at how badly this situation has been handled so far considering how urgent it is!

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  • Nicole - Community Manager
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    Hey Phil - 

    I just took a look at your ticket and pinged the developers who have been assigned to work on your case to request an update. They're in our Dublin office, so it may be ~12 hours before they can get back to you. I'm really sorry this has taken so long, it's a very unusual case.

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  • Phil
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    ...an entire month has passed and we've still heard nothing. The ticket has been ignored (probably because the security leak was so bad that the dev doesn't know what happened?).

    Time to move to Help Scout!

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  • Nicole - Community Manager
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    Hey Phil - 

    I am so sorry that you haven't heard anything. I'm pinging our dev team now to see what happened here. 

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  • Jessie Schutz
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    Hey Phil! Just to add to what Nicole said, we do have a problem ticket open about this issue and our developers have been actively working on it. We're following up with them and will let you know what we find out.

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  • Phil
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    Thanks for the update

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  • Phil
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    Just to follow up on this. The ticket was eventually solved with the response being along the lines of "We're not sure how it happened".

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