topic Re: PN increase reply time to tickets - upto 48 hrs in Plusnet Feedback

PN increase reply time to tickets - upto 48 hrs

ITWorks — Wed, 20 May 2015 11:53:41 GMT

PN have always aimed to close open questions within 24 hrs (can not rememberer when this was last achieved ) , as can be seen here: http://portal.plus.net/supportpages.html?a=212
Logging in to my account this morning, i see PN have now decided to increase this , and reply ( no time frame given to close a ticket ), to open tickets in 48 hrs ( see attachment )
So instead of sorting the ticket response times, PN decide to increase it (oh well makes the figures look better), very disappointing
If anything , one would expert the ticket response times to go done , if customers are using live chat rather than tickets .
Regards
Mike

Re: PN increase reply time to tickets - upto 48 hrs

Anonymous — Wed, 20 May 2015 12:20:44 GMT

I got an email regarding an outstanding ticket that confused me (easily done), so I called TS for an explanation. To cut a long story I was told it (the ticket) would be returned to the Faults team and I could expect a reply within 72 hours!

Re: PN increase reply time to tickets - upto 48 hrs

Anotherone — Wed, 20 May 2015 14:00:47 GMT

Eh? I'm puzzled Mike, it still says 24hrs on the link, but I can't find the bit you show in the attachment. How did you get to that exactly?

Re: PN increase reply time to tickets - upto 48 hrs

Chris — Wed, 20 May 2015 14:01:50 GMT

Good spot, I've flagged this internally as on one page it says 48 and another 24.

Re: PN increase reply time to tickets - upto 48 hrs

pwatson — Wed, 20 May 2015 14:16:17 GMT

So which one is right Chris?

Re: PN increase reply time to tickets - upto 48 hrs

Chris — Wed, 20 May 2015 14:19:26 GMT

That's one of the things I've flagged up.

Re: PN increase reply time to tickets - upto 48 hrs

dvorak — Wed, 20 May 2015 14:25:00 GMT

it'll be 36

Re: PN increase reply time to tickets - upto 48 hrs

Anotherone — Wed, 20 May 2015 14:35:19 GMT

Well as Chris doesn't know, the observation has to be he hasn't been told of any change, so it's still 24hrs and someone has made a typo

Re: PN increase reply time to tickets - upto 48 hrs

ITWorks — Wed, 20 May 2015 15:30:53 GMT

Quote from: Anotherone
Eh? I'm puzzled Mike, it still says 24hrs on the link, but I can't find the bit you show in the attachment. How did you get to that exactly?

Hi Anotherone,
I should have been a little more specific , if you login using the link to view/open tickets (https://portal.plus.net/wizard/index.html), you should then see the blue box.
Regards
Mike

Re: PN increase reply time to tickets - upto 48 hrs

PembsPanther — Wed, 20 May 2015 16:19:42 GMT

Why not use the new chat system? Why is this chat system being looked upon as some kind of evil? I used it the other day and found it easy to use and adequate for the issue I had at the time, getting immediate help was great I really do not understand why some on this forum are making this into such an issue?

Re: PN increase reply time to tickets - upto 48 hrs

MauriceC — Wed, 20 May 2015 18:00:09 GMT

I don't believe that there is any negativity about the Chat system - it works fine for many sorts of problem. But!

It is not good at handling the more complex faults e.g. those that need data files to be xferred as part of the diagnostics.

There is no 'memory' between sessions and hence no audit trail

It is only available for limited parts of the day

If all of the allocated Chat agents are busy then you cannot record your problem

This is not an exhaustive list.
Many of the supporters of the 'bring back the Ticket system' have spent years on the support side of the fence and know the value a good Ticket system brings.
I'm only a novice with 6+ years in IT support.
Maurice

Re: PN increase reply time to tickets - upto 48 hrs

Anotherone — Wed, 20 May 2015 22:05:42 GMT

@Mike, thanks, I initially used my quick link to go to my currently Open question and didn't see it. Using the Ask a Question link displays the box.
@PembsP
As Maurice says, chat is not being looked upon as some kind of evil, it's not necessarily ideal in all situations, it's absolutely brilliant for a lot of things. Please read this thread if you haven't already, the early part of it generally covers the times when tickets can be useful. There's also this Poll and thread. I've also seen a few individual threads where people are having trouble finding their tickets.

Re: PN increase reply time to tickets - upto 48 hrs

npr — Thu, 21 May 2015 20:54:51 GMT

I've always found it takes week not hours to close / resolve a ticket.
I've got one open at present, it takes a minimum of 3 working days to get a reply. In practice this often overlaps a weekend so more often than not I find it take 5 days. After first opening my ticket which included speed test and BT tap3 test details it took 5 day for a reply, the reply asked me to do the speed tests I'd supplied in the first place!
I really do despair at the slow progress of these tickets.
addition
At the bottom of the ticket page it says:
"Our Support Team will respond to your question soon"
Personally I think that gives a unrealistic expectation, to me "soon" means hours not days.

Re: PN increase reply time to tickets - upto 48 hrs

npr — Thu, 21 May 2015 21:00:57 GMT

Sorry duplicate post.

Re: PN increase reply time to tickets - upto 48 hrs

Anotherone — Thu, 21 May 2015 22:31:51 GMT

The way those things are worded is confusing because there is a big difference between faults and a ticket of a more general nature. The Target closure time for Faults is 7 days.

Re: PN increase reply time to tickets - upto 48 hrs

npr — Fri, 22 May 2015 08:08:54 GMT

Quote from: Anotherone
The Target closure time for Faults is 7 days.

Really?
That's unrealistic if the fault needs a BT visit.

Re: PN increase reply time to tickets - upto 48 hrs

ITWorks — Wed, 03 Jun 2015 09:44:24 GMT

Quote from: Chris
Good spot, I've flagged this internally as on one page it says 48 and another 24.

Quote from: pwatson
So which one is right Chris?

Quote from: Chris
That's one of the things I've flagged up.

Any update on this?
Regards
Mike

Re: PN increase reply time to tickets - upto 48 hrs

plusnettony — Wed, 03 Jun 2015 15:00:28 GMT

I believe it to be 48 hours, and the difference has been raised by Chris.

Re: PN increase reply time to tickets - upto 48 hrs

MauriceC — Wed, 03 Jun 2015 15:40:22 GMT

The change in expected Ticket response time out to 48 hours coupled with severe restrictions on use of the Ticket system in favour of a part time 'Chat' indicates that Plusnet has now exposed a longer term objective of removing support altogether.
Looks very much like an Accountant led management response to an engineering problem.
Perhaps the next move will be to 'paid for'. support? I expect that option to be very popular

Maurice

Re: PN increase reply time to tickets - upto 48 hrs

Anotherone — Wed, 03 Jun 2015 20:04:41 GMT

They'll be getting rid of the forum next Maurice
We'll all have to go to TBB and curse Plusnet over there