Help Assistant removed - unable to view tickets
That's the point - there are circumstances where Live Chat is totally appropriate and we are happy for it to be featured prominently.
What isn't acceptable is that it is almost impossible (unless you've been given a link) to find your tickets or to find out where to raise a new ticket.
What isn't acceptable is that it is almost impossible (unless you've been given a link) to find your tickets or to find out where to raise a new ticket.
KatC,
Turing this "around" what was the rationale for removing the link to the ticket system please?
One can understand and support the desire to give more prominent promotion of the chat service, as it is ideal for issues requiring no follow through. However for complex line and other issues (as is the bulk of issues dealt with here) the ticket system is essential. It is also the only source of record of automated actions on user's accounts.
Plainly and simply, I do not understand the logic of "hiding" the link, unless there is an intent to steer users away from raising tickets... possibly as a "management inspired" means of improving ticket turn around times.
Please forgive the apparent cynicism, but I spent 35 years in IT and this would not be a unique case of "management inspired" (dictated) change with the sole purpose to influence stats (upon which their bonus payments hang?) in the "right " direction. It is not a sound engineering approach, it does not address causes, but symptoms. I have been there and have a full drawer of tee shirts...
If there is no hidden agenda / spin here, what is the difficulty is saying "We have listened to the feedback and we will re-instate clear, visible and easy to find links to the ticketing system as soon as we can release the changes"? Especially given the hard work by Chris Pettitt, Scott Storey, Linn and co delivering the recent improvements to the ticketing system? Surely it is more effective for the support channel to work tickets without the pressure of the user on the other end of the phone or a live chat session? It certainly gives the dark hours team something to do between the infrequent phone calls...
I can discern no engineering or customer service merit of this change, I have therefore to conclude that other motives are in play...?
Cheers,
Kevin
Turing this "around" what was the rationale for removing the link to the ticket system please?
One can understand and support the desire to give more prominent promotion of the chat service, as it is ideal for issues requiring no follow through. However for complex line and other issues (as is the bulk of issues dealt with here) the ticket system is essential. It is also the only source of record of automated actions on user's accounts.
Plainly and simply, I do not understand the logic of "hiding" the link, unless there is an intent to steer users away from raising tickets... possibly as a "management inspired" means of improving ticket turn around times.
Please forgive the apparent cynicism, but I spent 35 years in IT and this would not be a unique case of "management inspired" (dictated) change with the sole purpose to influence stats (upon which their bonus payments hang?) in the "right " direction. It is not a sound engineering approach, it does not address causes, but symptoms. I have been there and have a full drawer of tee shirts...
If there is no hidden agenda / spin here, what is the difficulty is saying "We have listened to the feedback and we will re-instate clear, visible and easy to find links to the ticketing system as soon as we can release the changes"? Especially given the hard work by Chris Pettitt, Scott Storey, Linn and co delivering the recent improvements to the ticketing system? Surely it is more effective for the support channel to work tickets without the pressure of the user on the other end of the phone or a live chat session? It certainly gives the dark hours team something to do between the infrequent phone calls...
I can discern no engineering or customer service merit of this change, I have therefore to conclude that other motives are in play...?
Cheers,
Kevin
Quote from: Chris Although we're passing the feedback on I'm not sure that the link will be reinstated, certainly not in the same way it was previously.
Chris you are missing something here:
TWO things have been hidden away in a very obscure place that the vast majority of users will not find
- The ability to raise a ticket for an issue
- The ability to view tickets
Please can you assure us that as an absolute minimum an appropriately visible link will be restored to give the ability to view tickets.
Oh wonderful - I've just seen a post on Usenet p.s.c-f where raising a ticket was advised on Live Chat!
Quote I just had to use Chat to try to get a referral recognised but was told that data protection meant that, rather than work from the information I was providing, the new account holder had to raise a ticket! And I can't see the ticket link on 'Help & Support'...
going to unsubscription this thread now. Getting fed up with long thread now.
