cancel
Showing results for 
Search instead for 
Did you mean: 

Help Assistant removed - unable to view tickets

kevinduke
Grafter
Posts: 26
Thanks: 2
Registered: 09-04-2013

Help Assistant removed - unable to view tickets

Have I gone mad or has the link to view your open tickets disappeared ?
338 REPLIES
Community Veteran
Posts: 26,696
Thanks: 919
Fixes: 10
Registered: 10-04-2007

Re: Tickets

No you've not gone mad - the Help Assistant has been removed.
See http://web.archive.org/web/20141129084142/http://portal.plus.net/wizard/?helpheader=helpassistant
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
hillyfields123
Grafter
Posts: 148
Thanks: 2
Registered: 16-09-2014

Re: Tickets

You aren't going mad... It's gone.
Community Veteran
Posts: 26,696
Thanks: 919
Fixes: 10
Registered: 10-04-2007

Re: Tickets

Never mind viewing open tickets - how do you go about raising new ones?
@kevinduke Can I suggest you edit the first post to change the title to something like "Help Assistant removed - unable to view tickets"
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 26,696
Thanks: 919
Fixes: 10
Registered: 10-04-2007

Re: Tickets

I'm suspecting incompetence here: Jess does know how to view tickets (see attached) so I think something went wrong during this http://usertools.plus.net/status/archive/1426863423.htm
BTW: The quick way to get to view tickets is: http://contactus.plus.net/
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
kevinduke
Grafter
Posts: 26
Thanks: 2
Registered: 09-04-2013

Re: Help Assistant removed - unable to view tickets

Title Changed
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Help Assistant removed - unable to view tickets

Hi all,
Yes, the link has been moved for the help assistant and yes, this was deliberate.
Since we introduced the online chat functionality we've found that the satisfaction rating and speed of response on this is vastly superior to the ticket system, so we're promoting this more. If you have a query that you'd like addressing online rather than calling, the live chat team will be able togive the same response you'd get from a ticket. The team are the same people that reply to tickets but chat is proving more efficient with a higher satisfaction rating.
We're continuing to review the ways customers contact us and may make changes/updates to this again in the future.
If you have an open ticket at the moment, you should receive an email when we reply to it which tells you where to go to view it and respond.
There is also a link still to the help assistant and therefore to view your open tickets towards the bottom of the page once you've logged in at the member centre.
If you've got an issue you want to raise by ticket, why not give the live chat a go?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Help Assistant removed - unable to view tickets

My usual route is via the Help and Support link on the main site
which takes me to a page with the heading

Help & Support
Find the help you need or ask a question

So how do I ask a question from that page - and saying Ask Jess is completely unacceptable
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: Help Assistant removed - unable to view tickets

This is a ludicrous decision and I urge PN to reconsider.  Phoning, chatting or submitting a ticket are all complementary methods of submitting support requests and they all have their place.
Submitting tickets is ideal for non-urgent requests or those that require more detail to be sent up front.  Online chat is informal and not time efficient from a customers point of view.
There's also the issue that the page design of http://www.plus.net/help/?home=helptop doesn't draw prominent attention to the chat facility (in my view)...
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Help Assistant removed - unable to view tickets

The contact us page does though?
https://www.plus.net/home-broadband/contact/
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: Help Assistant removed - unable to view tickets

a)  That's not where people will look, given that you have Help & Support
b)  Chat is currently 'offline'...
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Help Assistant removed - unable to view tickets

Re the Contact Us page
https://www.plus.net/home-broadband/contact/
As I am a customer
Click on Contact Customer Services
The only options are phone or on-line chat NOT Raise a Ticket
Visit Help and Support is equally useless
SO IS THIS A DELIBERATE ATTEMPT TO STOP CUSTOMERS RAISING TICKETS
Apologies for shouting but in my opinion this decision is totally ridiculous
gofaster
Rising Star
Posts: 365
Thanks: 12
Registered: 01-08-2007

Re: Help Assistant removed - unable to view tickets

Are all chats recorded and logged against a users account?
We were always told that we had to use tickets and that email was NOT an acceptable method of communication because it wasn't fully traceable and audit-able.
Tickets aren't only used for reporting problems. You have made it harder to find any Service Notices or automated tickets. You are deliberately hiding this information from new users who probably don't even suspect that it exists hidden in the bowels of the help system.
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Help Assistant removed - unable to view tickets

@Oldjim - if you wanted to get support why wouldn't live chat be an option instead of a ticket (honest question, we want feedback!).
All chats are logged and recorded, we can access the logs if needed and a customer can request the chat log is emailed to them as part of the chat.
I'm flagging all of this info back in internally so we can see the different points, opinions and comments here.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Help Assistant removed - unable to view tickets

I don't want to get support via phone or chat
Either
I want to raise a ticket to which I can add screen caps and a file
I want to view my closed tickets or indeed open ones
Also
A poster on here says - I didn't receive an email about something - so what do we recommend - View your closed tickets not use live chat or phone in