Thanks for the updates Alan_K. Would be interested in participating in any new beta support forum or forms. Lots of room for improvement and good to see some focus going toward this.
@Alan_K I believe an important part of the ticketing system needs to be how long the current wait time is to receive a reply. The standard 2 hours but peak time longer is not good enough. It needs to say current reply time is between x-y hours.
There are countless messages in forum I have sent x messages and have not heard back in y days. This is not a good reflection of an online only business model. If expectations/reply time are not set, the ticketing system will not be as beneficial as it could be.
yeah ,I've had plenty of time to fix the problem by myself. BUT I did the same thing as the 2 previous times and it did work on the third time so I don't know what was the problem. There should be at least 1 or 2 workers paid by public mobile to help fix the problems before next year !
That is definitely going to make it easier for your team to serve the customer faster with reduction to the guess work on issues. I have seen this live in operation and your moderators will find this very convenient. Great work Alan
This should be great! Great to see PM making improvements that benefit everyone!
This would be a great idea to have that inital message support to be the most informative. To not go back and forth between moderator and customer would save us all a bunch of time.
The ticketing system works for a lot of companies and I believe it can be utilized here along with process steps. i.e. Sent, Acknowledge by ..., In progress, Resolved, Complete.