Help Assistant removed - unable to view tickets
Lets get this clear - nobody is say scrap chat and return to the Help Assistant & ticket system only. Each system has it's particular merits.
We are saying "as well as" not "instead of". Plusnet seem hell bent on hiding the Help Assistant so that as few people use it as possible so they can then scrap it because of low usage.
We are saying "as well as" not "instead of". Plusnet seem hell bent on hiding the Help Assistant so that as few people use it as possible so they can then scrap it because of low usage.
Just saw this 
Flaming great
Quote from: Mantaray
Quote from: goldenfibre go to live chat via tech support and ask them to raise your plusnet profile to match bt profile. job done.
On live chat, been told they can't do that.
If they can't do trivial things like that on Live Chat what a stupid waste of time .No, let's just clog up the phone lines a bit more, does anyone care if it's 20 minutes, 30 minutes ......... good grief, I just looked up the Customer Support stats and there was 0.0 calls waiting and 2 seconds to answer, so I just had to ring and check and I was answered pretty well immediately 
So if staff are sat around waiting for chat or telephone calls, presumably they are currently working the ticket pools so we will see the current 1 day, 10 hours, 13 minutes and 13 seconds average closure time come down drastically the next time they are updated.
Tickets are great for evening out the peaks and troughs of support requests because they can handled as resources permit and are not dependant on the immediate availability of an agent.
Tickets are great for evening out the peaks and troughs of support requests because they can handled as resources permit and are not dependant on the immediate availability of an agent.
Yes, absolutely - I'd bet up to as much as 2p on that happening!
Quote from: Oldjim Just saw this Flaming great
Quote from: Mantaray
Quote from: goldenfibre go to live chat via tech support and ask them to raise your plusnet profile to match bt profile. job done.
On live chat, been told they can't do that.
The people on live chat can do this, I wonder if the agent didn't understand what we being asked and thought it was the BT profile being asked about.
Quote from: Chris Pretty sure there is no/very very little downtime when taking calls and chats, they are pretty much constant with some time in between to 'wrap-up'.
[Devil's Advocate]
So you admit you haven't got the time to deal with tickets ('questions')
I don't think it's unreasonable to assume that the same staff should be dealing with calls, chat and tickets (same skill-set anyway).[/Devil's Advocate]
All i can say is DISGUSTING removing a help feature that everyone has always been able to use very easy. Why would you make things difficuilt for customers ????????? why ???? 