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Raising tickets

msssltd
Grafter
Posts: 77
Registered: ‎28-06-2007

Raising tickets

Is it me or are plus.net making it difficult to raise a support ticket?
Oh for the old days when there was a link in the portal that created a ticket simply and directly.
3 REPLIES 3
Strat
Moderator
Moderator
Posts: 31,296
Thanks: 3,878
Fixes: 565
Registered: ‎14-04-2007

Re: Raising tickets

The idea, as I understand it, for the ticket raising journey is to try and ensure the ticket goes to the right people for a resolution as there are specialised teams in the support pool.

Customer and Forum Moderator. Windows 10 Firefox 105.0.1 (64-bit (64-bit)


adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,940
Thanks: 624
Fixes: 175
Registered: ‎27-04-2007

Re: Raising tickets

Yes, just to comment from our side of things the paths on the support wizard are in place to help us ensure the right tickets get to the right teams and to also allow us to prioritise them correctly. If you have any feedback for us with regards to raising tickets via the portal please let us know as we do need to understand that exact nature of each query (as per the reasons I mentioned above) but we do want to make sure that using the help assistant is a useful and supportive experience rather than a frustrating one.
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 Adam Walker
 Plusnet Help Team
mssystems
Rising Star
Posts: 282
Thanks: 39
Fixes: 1
Registered: ‎10-08-2007

Re: Raising tickets

Thanks for taking an interest Adam.
You have said it right there.  I don't want a path to follow, I don't want a journey.  I don't want to have to waste time scouring the body of web pages for whatever fluffy phrase is being used to represent the two words 'Raise Ticket'  In fact I am not in this case even looking for 'Help' which I don't consider to be PNs job anyhow.
What I want, is to be able to login to the portal and raise a request immediately and directly.  There are things I can not see and can not change from my end that require I communicate with PN.  I know what I want and I know I need PN to do it.  I want the process to be immediately obvious, even if I have not used the portal for 6 months.  At the moment the process of making a request is taking me a lot longer than answering it would (if I had the access needed to answer it).