Help Assistant removed - unable to view tickets

[#1]

I found the link

Quote

It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying 'Beware of the Leopard'

[#2]

Quote from: jelv

Looking at https://www.plus.net/home-broadband/contact/ there are two methods of contacting Plusnet about a problem in the main body of the page: Chat to us online and Give us a call. If neither of those are suitable (e.g. need to send an attachment, it's a long winded query), the only other possible link in the main body is Quote Making a complaint If you have a complaint about your Plusnet service then let us know and we'll do our best to make things right. Log in to make a complaint via our website and we'll aim to reply within 5 working days. I predict you will see an increase in complaints which would otherwise have been normal tickets.

Possibly. We're monitoring volumes of tickets, complaints and chats to see the impact.

[#3]

Quote from: gofaster

I found the link Quote It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying 'Beware of the Leopard'

[#4]

Do we continue to provide customers in distress with links to the ticketing system or let them ask Jess? (serious question)

[#5]

That isn't funny
Translated
It is hidden at the bottom of one page on the Member Centre of the website whereas there are two very obvious links
One in the main header - HEAD & SUPPORT
One under Help and Support - Need any help - Go to Help and Support
Neither of which get you to tickets

[#6]

Quote from: Oldjim

That isn't funny

I was more laughing at the Hitchhikers Guide reference

Quote

One in the main header - HEAD & SUPPORT One under Help and Support - Need any help - Go to Help and Support

They should take you to the help and support pages. It's a big change to previous but the 'contact us' link is the way to get the details about how to get in touch.

Quote

Do we continue to provide customers in distress with links to the ticketing system or let them ask Jess?

If they need to contact support they can do so via ticket, chat or call. Or posting on here.

[#7]

Quote from: Chris

They should take you to the help and support pages. It's a big change to previous but the 'contact us' link is the way to get the details about how to get in touch.

Except that link only gives the Option of Chat or phone

[#8]

Quote from: Chris

... the 'contact us' link is the way to get the details about how to get in touch. If they need to contact support they can do so via ticket, chat or call. Or posting on here.

But the "Contact us" link does NOT mention tickets 

[#9]

Quote from: georgelnx

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.

Brief side note on this one, it's probably better to just PM myself, or post on the FTTP forum until we properly have the product available.

[#10]

Quote from: Oldjim

Quote from: Chris They should take you to the help and support pages. It's a big change to previous but the 'contact us' link is the way to get the details about how to get in touch. Except that link only gives the Option of Chat or phone

Yep. We prefer contact via live chat (and judging from the success of it, so do a lot of customers) or calls, hence these are the ones shown there. The help assistant and therefore tickets are still available via either Ask Jess or the link in the Member Centre.

[#11]

Quote from: Chris

Yep. We prefer contact via live chat (and judging from the success of it, so do a lot of customers) or calls,

It seems that your poll in the Member Centre disagrees.
39% ticket and 24% chat

[#12]

I've seen that and TBH that's specific to broadband faults, the faults checker is still used for that.

[#13]

I'm one of those people who don't like phone calls much preferring face to face or emails in any situation so I'm a bit surprised at 29% for Call Us.
Edit: noted Chris' post above.

[#14]

edit: seen Strat's post - nothing to add

[#15]

Quote from: Chris

@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.

After today's debacle I'm sure it will be removed once the oversight is reported
I for one don't trust PN or it's staff anymore