topic Re: Please allow more than 3 open tickets in Plusnet Feedback

Please allow more than 3 open tickets

mapletree — Sun, 12 Feb 2012 11:52:35 GMT

I can't raise a ticket at the moment because I already have three open tickets. It glibly tells me to close one or go back.
I can't close two of them and the other issue is still ongoing.
Please remove this silly restriction.

Re: Please allow more than 3 open tickets

adamwalker — Mon, 13 Feb 2012 09:32:20 GMT

Hi there, two of them were tickets raised by us which by nature can only be closed by ourselves.
It looks like ticket 51433847 can be closed off (re the router delivery) let me know and I'll close that off.

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Please remove this silly restriction.

We can't I'm afraid, the reason this is to stop multiple queries being raised about the same subject so I'm afraid we need to keep it in place for that reason. If you do find yourself in that situation again I'd advise contacting support directly or post on here so we can close any unnecessary tickets.

Re: Please allow more than 3 open tickets

mapletree — Mon, 13 Feb 2012 09:40:31 GMT

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I can only see one open ticket on your account at present...

Yes, because it won't let me open another ticket!

Re: Please allow more than 3 open tickets

adamwalker — Mon, 13 Feb 2012 09:51:11 GMT

Sorry I think I edited my post just after you replied, if I can close off 51433847 that will let you open another if needed.

Re: Please allow more than 3 open tickets

mapletree — Mon, 13 Feb 2012 10:46:16 GMT

Yes. You must have edited your post after I replied.
I can understand the reason for restricting the number of tickets. However I suggest raising the limit or not counting tickets that are not really support requests and cannot be closed by the user anyway.
I did call support directly about the other issue but I didn't really want to spend ages on hold for a non-urgent issue.

Re: Please allow more than 3 open tickets

Mayfly — Mon, 13 Feb 2012 10:50:07 GMT

I had this problem last week because I wanted to ask a question but couldn't because the support team had opened 3 tickets for the same reason. [Not sure why that was necessary]. In the end my question was answered on here and I believe it was then Matt that closed one of the tickets for me.
Wouldn't it possible to allow us to open at least 1 ticket if the support team have opened the others?

Re: Please allow more than 3 open tickets

adamwalker — Mon, 13 Feb 2012 10:56:58 GMT

Thanks for your useful feedback on this, at the moment the limit is 3 whether they are raised internally or not. IMO I'd like it internally raised tickets aren't counted towards that.

Re: Please allow more than 3 open tickets

mapletree — Mon, 13 Feb 2012 11:06:37 GMT

And it might take some load off your telephone call centre. It might be cheaper for PN to handle tickets raised on the web than phonecalls.
And I think both the other tickets could now be closed (51576792 too).

Re: Please allow more than 3 open tickets

adamwalker — Mon, 13 Feb 2012 11:44:55 GMT

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I think both the other tickets could now be closed

Sorted.

Re: Please allow more than 3 open tickets

James — Mon, 13 Feb 2012 11:46:15 GMT

Hi - I've made a request for this limit to be increased to 4.
I did this a couple of weeks ago, I'll see if I can find out if there are any updates.

Re: Please allow more than 3 open tickets

mapletree — Mon, 13 Feb 2012 13:29:42 GMT

@Adam, thanks for this.
@James, that would be an improvement although I think it would be better just not to count tickets raised by PN.

Re: Please allow more than 3 open tickets

adamwalker — Mon, 13 Feb 2012 16:46:45 GMT

No worries, others have mentioned this issue before so I hope increasing the limit of open tickets is helpful.

Re: Please allow more than 3 open tickets

Anotherone — Mon, 13 Feb 2012 17:12:24 GMT

Some considerable while back, I just posted a reply on a ticket I couldn't close asking CSC to close it, which was duly done