topic Re: Help Assistant removed - unable to view tickets in Plusnet Feedback

Help Assistant removed - unable to view tickets

kevinduke — Tue, 24 Mar 2015 07:42:23 GMT

Have I gone mad or has the link to view your open tickets disappeared ?

Re: Tickets

jelv — Tue, 24 Mar 2015 08:00:03 GMT

No you've not gone mad - the Help Assistant has been removed.
See http://web.archive.org/web/20141129084142/http://portal.plus.net/wizard/?helpheader=helpassistant

Re: Tickets

hillyfields123 — Tue, 24 Mar 2015 08:00:34 GMT

You aren't going mad... It's gone.

Re: Tickets

jelv — Tue, 24 Mar 2015 08:07:33 GMT

Never mind viewing open tickets - how do you go about raising new ones?
@kevinduke Can I suggest you edit the first post to change the title to something like "Help Assistant removed - unable to view tickets"

Re: Tickets

jelv — Tue, 24 Mar 2015 08:13:45 GMT

I'm suspecting incompetence here: Jess does know how to view tickets (see attached) so I think something went wrong during this http://usertools.plus.net/status/archive/1426863423.htm
BTW: The quick way to get to view tickets is: http://contactus.plus.net/

Re: Help Assistant removed - unable to view tickets

kevinduke — Tue, 24 Mar 2015 08:14:29 GMT

Title Changed

Re: Help Assistant removed - unable to view tickets

Chris — Tue, 24 Mar 2015 09:59:18 GMT

Hi all,
Yes, the link has been moved for the help assistant and yes, this was deliberate.
Since we introduced the online chat functionality we've found that the satisfaction rating and speed of response on this is vastly superior to the ticket system, so we're promoting this more. If you have a query that you'd like addressing online rather than calling, the live chat team will be able togive the same response you'd get from a ticket. The team are the same people that reply to tickets but chat is proving more efficient with a higher satisfaction rating.
We're continuing to review the ways customers contact us and may make changes/updates to this again in the future.
If you have an open ticket at the moment, you should receive an email when we reply to it which tells you where to go to view it and respond.
There is also a link still to the help assistant and therefore to view your open tickets towards the bottom of the page once you've logged in at the member centre.
If you've got an issue you want to raise by ticket, why not give the live chat a go?

Re: Help Assistant removed - unable to view tickets

Oldjim — Tue, 24 Mar 2015 10:22:37 GMT

My usual route is via the Help and Support link on the main site
which takes me to a page with the heading

Help & Support
Find the help you need or ask a question
So how do I ask a question from that page - and saying Ask Jess is completely unacceptable

Re: Help Assistant removed - unable to view tickets

pwatson — Tue, 24 Mar 2015 10:28:08 GMT

This is a ludicrous decision and I urge PN to reconsider. Phoning, chatting or submitting a ticket are all complementary methods of submitting support requests and they all have their place.
Submitting tickets is ideal for non-urgent requests or those that require more detail to be sent up front. Online chat is informal and not time efficient from a customers point of view.
There's also the issue that the page design of http://www.plus.net/help/?home=helptop doesn't draw prominent attention to the chat facility (in my view)...

Re: Help Assistant removed - unable to view tickets

Chris — Tue, 24 Mar 2015 10:31:11 GMT

The contact us page does though?
https://www.plus.net/home-broadband/contact/

Re: Help Assistant removed - unable to view tickets

pwatson — Tue, 24 Mar 2015 10:35:07 GMT

a) That's not where people will look, given that you have Help & Support
b) Chat is currently 'offline'...

Re: Help Assistant removed - unable to view tickets

Oldjim — Tue, 24 Mar 2015 10:43:58 GMT

Re the Contact Us page
https://www.plus.net/home-broadband/contact/
As I am a customer
Click on Contact Customer Services
The only options are phone or on-line chat NOT Raise a Ticket
Visit Help and Support is equally useless
SO IS THIS A DELIBERATE ATTEMPT TO STOP CUSTOMERS RAISING TICKETS
Apologies for shouting but in my opinion this decision is totally ridiculous

Re: Help Assistant removed - unable to view tickets

gofaster — Tue, 24 Mar 2015 10:45:01 GMT

Are all chats recorded and logged against a users account?
We were always told that we had to use tickets and that email was NOT an acceptable method of communication because it wasn't fully traceable and audit-able.
Tickets aren't only used for reporting problems. You have made it harder to find any Service Notices or automated tickets. You are deliberately hiding this information from new users who probably don't even suspect that it exists hidden in the bowels of the help system.

Re: Help Assistant removed - unable to view tickets

Chris — Tue, 24 Mar 2015 10:55:47 GMT

@Oldjim - if you wanted to get support why wouldn't live chat be an option instead of a ticket (honest question, we want feedback!).
All chats are logged and recorded, we can access the logs if needed and a customer can request the chat log is emailed to them as part of the chat.
I'm flagging all of this info back in internally so we can see the different points, opinions and comments here.

Re: Help Assistant removed - unable to view tickets

Oldjim — Tue, 24 Mar 2015 11:04:31 GMT

I don't want to get support via phone or chat
Either
I want to raise a ticket to which I can add screen caps and a file
I want to view my closed tickets or indeed open ones
Also
A poster on here says - I didn't receive an email about something - so what do we recommend - View your closed tickets not use live chat or phone in

Re: Help Assistant removed - unable to view tickets

pwatson — Tue, 24 Mar 2015 11:05:37 GMT

Quote from: Chris
if you wanted to get support why wouldn't live chat be an option instead of a ticket (honest question, we want feedback!).

Precisely my point - It should be an option! You've seemingly removed the option to submit a ticket.
Just as a customer may not have time to sit on the phone, they may not have time to engage in an online chat session for a non-urgent request.

Re: Help Assistant removed - unable to view tickets

Chris — Tue, 24 Mar 2015 11:10:55 GMT

@Oldjim
Generally if it's something that's noted on their account I'd advise them to view closed tickets or service notices, the link to them is still available, it's towards the bottom of the page when logged in via member centre and Jelv has provided a direct link earlier in this thread.
@pwatson
Thanks for that, I'm ensuring all of this feedback is collated and passed on.

Re: Help Assistant removed - unable to view tickets

JohnJ-B — Tue, 24 Mar 2015 11:11:24 GMT

Quote from: Chris
if you wanted to get support why wouldn't live chat be an option instead of a ticket (honest question, we want feedback!).

If a "follow-through" is required, how is that covered by a live chat scenario?
If the first point of contact requires to seek alternative back-up (or pass the query to another dept/section), how is that covered by a live chat scenario?
How does a live chat scenario cover for the "routine" Service Updates/Information?
As @pwatson has said:- live chat should be an OPTION!

Re: Help Assistant removed - unable to view tickets

Chris — Tue, 24 Mar 2015 11:14:25 GMT

Creating a ticket is still available, the links aren't as obvious as previously but they are still available once logged in to the member centre. So anything that needs a follow up, or if someone prefers to create a ticket and wait for a response still can happen.

Quote
How does a live chat scenario cover for the "routine" Service Updates/Information?

Not sure what you mean here? These aren't changing and you'll still receive emails about them.

Re: Help Assistant removed - unable to view tickets

SpendLessTime — Tue, 24 Mar 2015 11:14:31 GMT

1. Live chat can only handle X number of calls at a time and given that there are 800k plus subscribers, do you really have enough staff 24/7/365 to handle it?
2. Some of us on "special products" e.g. fttp need to communicate with the 1 individual who has that product knowledge. General chat will be unsuitable for fttp issues.
3. Begin able to see tickets means we can double check our facts before going off on a rant.
4. Can attach documents to a ticket with ease.
5. How do you know that the live chat person is the subscriber(nominated person), not their partner/children/burglar?