@Naepalm wrote:
@computergeek541isnt it confusing when the moderator team is Public Mobile employees saying or proposing actions that you guys have been told not to do? Is there like a guide on how to direct a customer or has it evolved over years of involvement?
Public Mobile doesn't want customers to contact moderators by sending a private message. It adds not only extra response time because officially at least, these messages are given a lower queue priority, but also because the moderator needs to then send a verification link. When a ticket is submitted through SIMon, the account verification is done adhead of time.
Public Mobile doesn't even want customers to be told the easiest way to open a ticket. The easiest way is to go for a customers who is being replied to is to advise the custoemer to go to https://publicmobile.ca.ada.support/chat and then type in the single shortened word of "rep". Public Mobile hates it when customers do that because it doesn't allow them to collect statistical information about the ticket. I personally don't agree that bypassing SIMon leads to incorrectly categorized tickets because when a customers bypasses all the clutter in SIMon, the customers is ask to select the correct category. I see SIMon as a way to filter out unnecessary tickets. Unfortunately, when already knows that a moderator is needed, this only frustrates the customer.
Officially, Public Mobile wishes for members to let other customers to know to go to https:/publicmobile.ada.support/chat or click on the question mark but then to type in questions or comments about what is needed. Unfortunately, this leads customers to say to themselves "then what", and I've always felt this to be an incomplete answer.
When I see most people who illustrated macros informing people how to open a ticket, the word "human" is usually used. I beleive this is sometimes an attempt at humour, but it actually adds an extra step to opening the ticket (more mouse clicks then just "rep").
The question might gets asked how a customers can open a ticket using SIMon when the self serve password isn't known. When selecting the categories for forgotten self serve password, the ticketing process doesn't ask for the self serve password but asks for account PIN instead.
