Help Assistant removed - unable to view tickets

[#1]

Quote from: Chris

Why can't you make a ticket? The system is still there, the help pages and 'Ask Jess' will point you to it when the type of query is better answered over ticket than chat.

Well Chris the above post is a perfect example of why the ticket system needs returning to its original form...

Quote from: chrcoluk

jelv is correct, if I cannot make a ticket and dont want to do a live conversation guess what I will do? file a complaint instead.

This is the point were trying to make!
Are you listening? o.O

[#2]

Saying that you have to use Jess to find out how to view your tickets is an admission that you've got it wrong!
You have to ask a new question to find out how to find the answers to old questions you've previously asked? FFS please lets have some sanity return!

[#3]

That's not what I've said. I've said that Ask Jess will point you to use the ticket system for various types of queries.

[#4]

All right - two weeks ago I asked a question and you answered it. Because I've viewed the answer once the link has gone from the top of the member centre first page. How do I find the answer again?
People will go straight to Help and Support without finding the link hidden at the bottom of the page.

[#5]

I suggest you read this

Quote from: Anotherone

But if you want a real laugh right now, try Asking Jess "How do I raise a ticket?" and see what answer you get     I suggest you send your feedback there as well.

[#6]

That's what I did.
I got sent to a page of possible questions - including other.

[#7]

And if you do have a problem there's a possibility that a PN CS agent will quote a ticket number in a text message or over the phone. Not much use if there's no link to access the ticket!  Removing the link to tickets is a real retrograde step.

[#8]

If a CS agent quotes a ticket reference to you, you should receive an e-mail with a link that takes you directly to the ticket, so that shouldn't be a problem locating it.
A good, reflective poll could be what topics are tickets raised for. There are possibly ways we can provide you answers without you needing to raise a ticket each time.
Do we need to improve the information we have to make it easier to find? More intuitive? Is information missing?
I understand and have all your feedback on the changes made, but I'm interested in what more we can do to help prevent you needing to raise tickets.

[#9]

What if the ticket refers to a problematic email?

[#10]

What sort of problematic e-mail? Can you give a brief example?
Could be something we've not covered in Help & Support, that's all.

[#11]

Quote from: Chris

I understand and have all your feedback on the changes made, but I'm interested in what more we can do to help prevent you needing to raise tickets.

Hi Chris,
"Prevent needing to rise tickets" is an interesting question.  I suggest that there are two angle on this (a) the type of issue and (b) the convenience / benefit of using alternatives to tickets.
Until such time as Chat is available 24x7 and the wait times on the phones is consistently less than 5 minutes, tickets will remain the only means of asynchronous and non-waiting initial contact with PlusNet support.  If one has a non-urgent issue then raising a ticket can be more convenient than waiting on the phone, especially when chat is not available, or indeed simply waiting for a chat responder to be available.
There are though issues which need tractability or are likely to have protracted resolution for which the ticket system remains the best solution.
To be honest one of my preferences about CRM systems such as the ticket system is that it records the whole history of interaction with the customer - having "contact events" not recorded against the account (Chat sessions) or disparately recorded might make any complaint management event more difficult to investigate and resolve.
As has been said, giving the choice of issue resolution via chat is excellent; promoting that as PlusNet's preference is understandable, however "traditional" tickets have merits for both customer and PlusNet.  Please do not throw the baby out with the bathwater - by all means seek to negate the need for support contact (arising from service delivery problems) through whatever channel - but do not remove (use of and access to) the one system which provides a clear record of the history of issues and events.
The reasons for users contacting support (by any means) is where the focus needs to be - when contact has been made prompt resolution then needs to be priority - that is prompt response to tickets.
I understand that PlusNet are trying to drain the swamp, the easy way to do that is to first remove the alligators - that is the things which are biting the business in the bum... and there are lists of suggested priorities elsewhere....
Cheers,
Kevin

[#12]

Does anyone know how to view a history of past tickets? I have ongoing technical fault going back over 2.5 years, but PN have repeatedly closed it and opened new tickets! I guess that this is to massage theirperformance stats and make statutory compensation more difficult ! Thanks.

[#13]

They've taken to archiving tickets more than a year old.

[#14]

Thanks, I will have to request some kind of file of history if that is possible. Cunning plan of PN... hide records of your technical failures so that you don't have to give redress. I have had a cable connector waving in the wind between two poles... on top of the white cliffs of Dover... and their
Tech support just say they nothing can be done!

[#15]

To be clear, use one of the links in our sigs and then select the relevant date range as far back as the system will allow you to go.