Support Ticketing System

[bilal]

I believe when one contacts the support via web form, there should be a ticket # generated and provided to ensure:

1. Acknowledgement of the service request
2. Easier issue tracking on PM's side, you can use analytics to assess issue trends, common occourances etc.
3. Easier tracking for the customer
4. Ensure notes shared by customer and PM are logged in a transparent manner to address issues. (Web hosting providers use this).

Some of this is already public domain best practices in support and I am sure PM is using some sort of system in the back-end, this just needs to be trackable for the customer end. 

[makkahn28]

Yes, I believe that should be the case

Similar to if you purchase an item from Ebay or Amazon and You get an email of confirmation, or emailing a co. and have a ticket #, the same should be for PM, just for PM Clients Personal archives and record keeping

[Luddite]

Is this similar to your idea http://productioncommunity.publicmobile.ca/t5/Public-Lab/Response-to-Webmail-Requests/idi-p/22812 ?

If so, might be best to combine them into one. If you know how go ahead; I don't.

[squilax]

I agree with this idea. I worry sometimes that sending an email to a customer service account is like spitting into the ocean. This would help alleviate some concerns and give a "paper trail" for the user. 

[Cookin]

Absolutely agree. I submitted an email to PM yesterday. I never received a reply from PM, not even a confirmation email that the request was submitted. Not good.

[deltatux]

Many ticketing systems allow people to email in and then generate a ticket and return it to the ticket requester. Surprised that Public Mobile didn't implement that yet...

[makkahn28]

They're in process of testing it, as far as I heard from a PM Rep

[humzatariq]

I 100% agree with this suggestion. I hope they have some sort of internal ticketing system, otherwise things are probably a mess on their end. They would just need some external facing aspects to it.