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Overuse of Tickets By PN Staff?

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quelquod
Aspiring Pro
Posts: 587
Thanks: 89
Fixes: 1
Registered: ‎31-07-2007

Overuse of Tickets By PN Staff?

Quite a few of the 'problem' type topics have recently been addressed by PN staff via Tickets to the OP's account. I'm sure this works fine for the OP but it means that there's no way of seeing if a problem is generic or if there's a known solution to something maybe affecting me. It rather defeats the object of a forum.

Democracy - 3 wolves and a lamb voting about what to have for lunch!
5 REPLIES 5
Plusnet Help Team
Plusnet Help Team
Posts: 1,237
Thanks: 194
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Registered: ‎09-10-2018

Re: Overuse of Tickets By PN Staff?

Hi @quelquod, thanks for your post.

 

We mainly use tickets when account specific information, or an official response from a customer is required but I will ensure that this feedback is passed on to the rest of the team.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Superuser
Superuser
Posts: 14,706
Thanks: 5,713
Fixes: 32
Registered: ‎22-08-2007

Re: Overuse of Tickets By PN Staff?

Owen,

This concern has been raised repeatedly over a number of months by the SUs but the practice percusits for nearly everything.

In many circumstances there will be both specific personal details and a generic issue.

The generic issue should be clearly communicated so that we can all learn what gives rise to an issue and how to address it. The specific personal details should quite rightly be discussed within a ticket on the account.
Community Veteran
Posts: 6,460
Thanks: 1,301
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Registered: ‎23-09-2010

Re: Overuse of Tickets By PN Staff?

It seems a perfect way to hide problems away.

When a few have posted screen captures of emails etc its been a real eye opener of how bad some things have become.

198kHz
Aspiring Hero
Posts: 3,784
Thanks: 686
Fixes: 15
Registered: ‎30-07-2008

Re: Overuse of Tickets By PN Staff?

@quelquod

You have expressed precisely what I've been thinking about recently. It's a trend which seems to be increasing. :sad:

Personal details should obviously be only on the ticket, but if a problem is brought to the forum then we should be able to follow the progress towards resolution - good or bad.

To err is human, but to really foul things up requires a forum upgrade.
Moderator
Moderator
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Registered: ‎11-01-2008

Re: Overuse of Tickets By PN Staff?


Moderators Note


This topic has been moved from Community Site Feedback to Plusnet Feedback.  

 


 

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