topic Re: Overuse of Tickets By PN Staff? in Plusnet Feedback

Overuse of Tickets By PN Staff?

quelquod — Fri, 14 Dec 2018 19:58:16 GMT

Quite a few of the 'problem' type topics have recently been addressed by PN staff via Tickets to the OP's account. I'm sure this works fine for the OP but it means that there's no way of seeing if a problem is generic or if there's a known solution to something maybe affecting me. It rather defeats the object of a forum.

Re: Overuse of Tickets By PN Staff?

OskarPapa — Fri, 14 Dec 2018 21:30:51 GMT

Hi @quelquod, thanks for your post.

We mainly use tickets when account specific information, or an official response from a customer is required but I will ensure that this feedback is passed on to the rest of the team.

Re: Overuse of Tickets By PN Staff?

Townman — Sat, 15 Dec 2018 23:26:16 GMT

Owen,

This concern has been raised repeatedly over a number of months by the SUs but the practice percusits for nearly everything.

In many circumstances there will be both specific personal details and a generic issue.

The generic issue should be clearly communicated so that we can all learn what gives rise to an issue and how to address it. The specific personal details should quite rightly be discussed within a ticket on the account.

Re: Overuse of Tickets By PN Staff?

billnotben — Sun, 16 Dec 2018 10:42:53 GMT

It seems a perfect way to hide problems away.

When a few have posted screen captures of emails etc its been a real eye opener of how bad some things have become.

Re: Overuse of Tickets By PN Staff?

198kHz — Mon, 17 Dec 2018 22:43:39 GMT

@quelquod

You have expressed precisely what I've been thinking about recently. It's a trend which seems to be increasing.

Personal details should obviously be only on the ticket, but if a problem is brought to the forum then we should be able to follow the progress towards resolution - good or bad.

Re: Overuse of Tickets By PN Staff?

dvorak — Tue, 18 Dec 2018 08:11:07 GMT

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