topic Re: Unable to submit a support ticket through virtual assistant! in Get Support

Unable to submit a support ticket through virtual assistant!

LitlLdy — Thu, 01 Jun 2023 17:05:18 GMT

Hi, can someone please try to see if you can successfully submit a support ticket through the virtual assistant plus select where it says click here in the virtual assistant to see if it opens to send a private message to CS_Agent instead of it opening the page to the Community webpage?

When I try submitting a support ticket through the virtual assistant (I always use my browser in private/incognito mode), it gives an error message on the page that opens after I select Click here to submit a ticket↗ !

It gives option in the virtual assistant to send CS_Agent a message if submitting a ticket doesn’t work “If you have any trouble with this link, please reach out to our agents by sending a private message to @CS_Agent in our Community here. ” That’s not the link to send a private message to CS_Agent! That’s the Community’s webpage!

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Wed, 31 May 2023 17:20:21 GMT

To add to this I now see why Customers end up here in the community to create a post tagging CS_Agent due to that is what it says to do before clicking the link which sends them here! 🙄 Instead of being given the correct link to private message them!

Re: Unable to submit a support ticket through virtual assistant!

hycm53 — Wed, 31 May 2023 16:48:25 GMT

@LitlLdy Try this one to send private message to CS_Agent, it works on my laptop:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to submit a support ticket through virtual assistant!

DDM69 — Wed, 31 May 2023 16:51:39 GMT

@LitlLdy

I just tried to submit a ticket via the chatbot and I received a XXX error.

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Wed, 31 May 2023 17:12:35 GMT

@hycm53 wrote:
@LitlLdy Try this one to send private message to CS_Agent, it works on my laptop:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@hycm53 , So, you successfully submitted a support ticket through the chatbot?

Thank you but I know how to send a private message to CS_Agent. I wanted others to test the chatbot to see if it is finally working due to @J_PM said the team tried submitting a support ticket through it this morning & worked for them as well as the link the chatbot has to send private message through it to CS_Agent! Somehow works for them but not for many of us! How can we suggest it to other Customers to use when it won’t work for us?

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Wed, 31 May 2023 17:11:35 GMT

@DDM69 , thank you so much for trying. @J_PM says it works for the team this morning! Yet still doesn’t for us!

Re: Unable to submit a support ticket through virtual assistant!

J_PM — Wed, 31 May 2023 19:08:35 GMT

Thank you all for taking the time to try it again. The team is investigating the error! The screenshots are super helpful BTW🙏

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Wed, 31 May 2023 19:15:09 GMT

@J_PM wrote:
Thank you all for taking the time to try it again. The team is investigating the error! The screenshots are super helpful BTW🙏

@J_PM , Thank you! I can’t even send a private message to CSA about it due to when I try to click send I keep getting errors with anything I type & can not send them the screenshots either so I will leave it in your hands! 🙏🏼 I used to be able to do all that! I feel very helpless when I can’t do something right! Sorry

Re: Unable to submit a support ticket through virtual assistant!

poutineville — Wed, 31 May 2023 19:19:32 GMT

It worked for me a few minutes ago. Try a different browser. I was able to get it working in Firefox but had to allow pop up windows.

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Wed, 31 May 2023 19:24:55 GMT

@poutineville wrote:
It worked for me a few minutes ago. Try a different browser. I was able to get it working in Firefox but had to allow pop up windows.

@poutineville , what worked for you? Submitting a support ticket through the virtual assistant?

Re: Unable to submit a support ticket through virtual assistant!

poutineville — Wed, 31 May 2023 19:26:37 GMT

Correct!

Re: Unable to submit a support ticket through virtual assistant!

poutineville — Wed, 31 May 2023 19:26:54 GMT

@LitlLdy wrote:
@poutineville wrote:
It worked for me a few minutes ago. Try a different browser. I was able to get it working in Firefox but had to allow pop up windows.
@poutineville , what worked for you? Submitting a support ticket through the virtual assistant?

Correct.

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Wed, 31 May 2023 19:30:03 GMT

@poutineville wrote:
@LitlLdy wrote:
@poutineville wrote:
It worked for me a few minutes ago. Try a different browser. I was able to get it working in Firefox but had to allow pop up windows.
@poutineville , what worked for you? Submitting a support ticket through the virtual assistant?
Correct.

@poutineville , Thank you. No matter which browser (in private /incognito mode or regular) I use when I select submit support ticket a new window opens to an error page! I never used to get that before this new update!

Are you doing this on a computer/laptop or mobile device? This info will help Us. 🙂

Re: Unable to submit a support ticket through virtual assistant!

hycm53 — Thu, 01 Jun 2023 18:08:03 GMT

@LitlLdy wrote:
@hycm53 wrote:
@LitlLdy Try this one to send private message to CS_Agent, it works on my laptop:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@hycm53 , So, you successfully submitted a support ticket through the chatbot?
Thank you but I know how to send a private message to CS_Agent. I wanted others to test the chatbot to see if it is finally working due to @J_PM said the team tried submitting a support ticket through it this morning & worked for them as well as the link the chatbot has to send private message through it to CS_Agent! Somehow works for them but not for many of us! How can we suggest it to other Customers to use when it won’t work for us?

No, I don't try submitted a support ticket through the chatbot.

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Thu, 01 Jun 2023 18:18:51 GMT

@hycm53 wrote:
@LitlLdy wrote:
@hycm53 wrote:
@LitlLdy Try this one to send private message to CS_Agent, it works on my laptop:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@hycm53 , So, you successfully submitted a support ticket through the chatbot?
Thank you but I know how to send a private message to CS_Agent. I wanted others to test the chatbot to see if it is finally working due to @J_PM said the team tried submitting a support ticket through it this morning & worked for them as well as the link the chatbot has to send private message through it to CS_Agent! Somehow works for them but not for many of us! How can we suggest it to other Customers to use when it won’t work for us?
No, I don't try submitted a support ticket through the chatbot.

@hycm53 , ok. That’s what my post is about. Sorry 😕

Re: Unable to submit a support ticket through virtual assistant!

hycm53 — Thu, 01 Jun 2023 18:21:51 GMT

@LitlLdy wrote:
@hycm53 wrote:
@LitlLdy wrote:
@hycm53 wrote:
@LitlLdy Try this one to send private message to CS_Agent, it works on my laptop:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@hycm53 , So, you successfully submitted a support ticket through the chatbot?
Thank you but I know how to send a private message to CS_Agent. I wanted others to test the chatbot to see if it is finally working due to @J_PM said the team tried submitting a support ticket through it this morning & worked for them as well as the link the chatbot has to send private message through it to CS_Agent! Somehow works for them but not for many of us! How can we suggest it to other Customers to use when it won’t work for us?
No, I don't try submitted a support ticket through the chatbot.
@hycm53 , ok. That’s what my post is about. Sorry 😕

That's OK, don't need sorry I misunderstood your post, I should said Sorry.

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Thu, 01 Jun 2023 18:29:22 GMT

@hycm53 , thank you! 🙂

Just trying to get some errors fixed since the update!

Re: Unable to submit a support ticket through virtual assistant!

LitlLdy — Sun, 04 Jun 2023 22:45:26 GMT

Update: For those that see my post….

Submitting a support ticket through the Virtual Assistant/Chatbot is now working again!