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Changes to Tickets

Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: ‎26-11-2011

Re: Changes to Tickets

This change, I hope, will see response times improve.
Chris Pettitt
Cloud Environments Engineer
oliverb
Grafter
Posts: 606
Registered: ‎02-08-2007

Re: Changes to Tickets

FWIW where are they? I think I've had a fairly good look at "Help and Support" but there's no link to view old tickets that I can find
rongtw
Seasoned Hero
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Registered: ‎01-12-2010

Re: Changes to Tickets

PN have hidden it  Embarrassed
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Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Changes to Tickets

There are threads on the Feedback board about this, but see the links in my sig (the red bits).
Superuser
Superuser
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Registered: ‎22-08-2007

Re: Changes to Tickets

Quote from: Chris
If you have any issues with the functionality of the ticket system, let me know and I'll do my best to help!
Enjoy!

Hi Chris,
It is very difficult to enjoy the fruit of your labours when access to and use of the ticketing system has been so roundly discouraged / made difficult by the powers that be.
I guess that functionality is not quite the same as accessibility, but if something is not accessible, then it's not capable of being functional.  You offered to help... can you therefore please seek to restore full accessibility to the whole of the previous functionality for residential customers.
If that is not possible, then can you please have management state why not... one of the following might fit the bill!
Contrary to historical reasons for defending the unsuitability of email for the communication of support issues (no audit trails) we no longer consider clear problem history / CRM records to be essential to the business.
As a provider, we no longer see reoccurring types / classes of issues, therefore the systematic recording of fault characteristics afforded by the ticket system for review by management and informing priorities is not now so essential to driving improvements.
We now expect each and every chat contact session to fully resolve all problems so there is no longer a need for contact event to contact event tracking as facilitated by the ticket system.
Customers generally don't get problems after 20:00 or on Sunday's during which time there is more than adequate phone support so that all calls can be answered in under 3 minutes.
Only the determined raising tickets will markedly reduce demand, there by allowing us to dramatically improve closure times and ultimately justify complete inhibition of use due to no apparent demand / use of the facility.

Sorry to be appearing cynical, but having spent a working life in IT customer support roles, I cannot find a single positive engineering benefit in stearing people away from a formal incident / issue / CRM tracking system.  EVERY client contact ought to generate a CRM event, so that if for no other reason than in the event of a dispute there is a clear evidence trail of what has happened.
Cheers,
Kevin
Superuser
Superuser
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Registered: ‎10-04-2007

Re: Changes to Tickets

What Kevin has so eloquently said +1.
Maurice
Community Veteran
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Registered: ‎10-04-2007

Re: Changes to Tickets

+ 2
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Community Veteran
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Registered: ‎02-02-2008

Re: Changes to Tickets

Quote from: Townman
having spent a working life in IT customer support roles, I cannot find a single positive engineering benefit in stearing people away from a formal incident / issue / CRM tracking system.  EVERY client contact ought to generate a CRM event, so that if for no other reason than in the event of a dispute there is a clear evidence trail of what has happened.
Totally agree.
Community Veteran
Posts: 19,102
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Registered: ‎31-08-2007

Re: Changes to Tickets

Ditto. However, one point -
Quote from: Townman
... can you therefore please seek to restore full accessibility to the whole of the previous functionality for residential customers.
If that is not possible, then can you please have management state why not... one of the following might fit the bill! .............

Management won't be able to pick any of them, because they haven't got a clue. The tier of management responsible for this are undoubtedly not engineers, nor have they any true experience of the real world, otherwise they would appreciate that the complexities of a lot of faults just cannot be dealt with by a "chat" which btw I did notice appeared to be operational last Sunday, the only trouble was it was busy for a lot of the time!
Plusnet may have forgotten this - that is if the right people even read it Roll eyes
But especially this, or this, or this
Well Chris -
Quote from: Chris
Thanks for that, I'm ensuring all of this feedback is collated and passed on.

You may well be doing that, but it's obvious that no-one is taking any notice, despite the number of different people raising this issue. This isn't the only new thread on the matter, goodness knows how may more there are on these boards, never mind other forums, I haven't tried looking.
But one thing is for sure, we going to keep reminding Plusnet until they do something about it Shocked
goldenfibre
Pro
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Registered: ‎01-06-2010

Re: Changes to Tickets

What has happen to plusnet chat under support has disappear today?
Community Veteran
Posts: 38,460
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Registered: ‎15-06-2007

Re: Changes to Tickets

so it has - whoops  Roll eyes
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Changes to Tickets

It's been missing for quite a few days. I had noticed when I load the help page, there was a very brief flash of maroon where it should be. My guess is that they are trying to hide the one that says they are busy because later, if I stay on the page (for some time - not the usual small period) the pop-up Chat box appears in the middle of the screen (but not always - so I assume they are still busy then).
rongtw
Seasoned Hero
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Registered: ‎01-12-2010

Re: Changes to Tickets

well i asked jess where had the chat box gone ?? 
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Community Veteran
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Registered: ‎16-10-2014

Re: Changes to Tickets

Jess, obviously is not the smartest bot in the world. You should ask here what her I.Q. is  Smiley
Superuser
Superuser
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Registered: ‎22-08-2007

Re: Changes to Tickets

Mook,
Now you are pointing us (me) in the direction of mischief! ....
However, asking your question gives the same answer, which is nonsense.
Kevin