CS Unable to submit a ticket

[Yummy]

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@CSA_PM wrote:

Hello @ShanCarriere 

You can submit ticket by direct message:

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

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OK, 'CSA_PM'... Since WHEN direct email to agent is primary way to create a 'ticket'????

How about creating ticket through chatbot??? WHY do you encourage direct contact and change rules on the fly when we were TOLD to ALWAYS do a ticket FIRST and if that fails to email agent directly.
As you can see Ticketing works properly...

[softech]

@Yummy 

Yes, as you noticed,  PM is improving and CSA_PM here are to assure Subscribers' issues are addressed promptly.  

and No, this is not a cost-saving move.  You are still encouraged to reply posts and offer your help and continue earning rewards!!!  As the end of the day, we shoudl be all happy people get their problem resolved, and resolved quicker

Happy Helping!!

[Yummy]

You did not confirm if customer KNOWS how to submit a ticket through chatbot.
You should provide steps how to do that and only then provide a link to agent's email.

It is interesting Why agents get involved in Community forum support... Are you taking over 'customers support customers' so our help is becoming obsolete so PM can safe few bucks?

[CSA_PM]

Thank you for your message! The customer had mentioned they were unable to submit a ticket through the chatbot, which is why the link provided was to send a private message to an agent — this allows the team to investigate why the ticket couldn't be submitted and offer the appropriate support.

Whenever possible, we always recommend using the chatbot to open a ticket first.