Bring back tickets/questions

[#1]

Quote from: g1000

The whole thing needs a navigation overhaul.

It certainly does.
At the very least restore the status quo.
ASAP.
Please.

[#2]

Someone has pointed out to me that they hadn't realised this topic was actually a poll until they were specifically told.
Please could a moderator add " - Poll" to the end of the topic title.

[#3]

There's a number of users over on plusnet.service.customer-feedback who would have voted for the return of the Help Assistant but were unable to because they don't have logins on these forums.

[#4]

I don't raise many tickets across this and my other accounts, but when I do they are a) in the small hours of the morning, b) tend to be about technical subjects needing a second line reply at least, and c) may well need to refer back to the history of the call.
A support system that gives none of these is useless for support purposes.  Please ensure that you keep customer access to a proper ticket system, as used by professional companies, and not some touchy feely chat room affair.
Thanks.

[#5]

the ticket system should be put back how it was, I feel its been removed because plusnet cannot or wont not do a speedy response to tickets, one big reason to keep them is plusnet can post GEA results in the tickets.  but also the fact for those who dont like talking live to someone whether it be on chat or on phone.
plusnet is becoming more and more like BT retail as if its been prepped for a merge.

[#6]

Quote from: chrcoluk

the ticket system should be put back how it was, I feel its been removed because plusnet cannot or wont not do a speedy response to tickets, one big reason to keep them is plusnet can post GEA results in the tickets.

We still can. The ticket system is still available.

[#7]

@chris the clue is in the poll results. Put back the help assistant as it was. 
this is not the only website to run a ticket system. But it is the only one I know of which hides it away. Customers have an expectation to be able to write down their problems

[#8]

Quote from: Chris

We still can. The ticket system is still available.

The poll is clear... return the tickets system!
If you want to cut the amount of tickets then change is so customers with no connection and need immediate response are urged to do live chat or phone.

[#9]

You can wrap any text you like round it to steer people towards chat:
Chat: Immediate contact with an agent
Help Assistant: Raise a question - this will be looked at within a target time of 24 hours.

[#10]

I'm continuing to send this feedback through btw.

[#11]

Quote from: chrcoluk

the ticket system should be put back how it was, I feel its been removed because plusnet cannot or wont not do a speedy response to tickets..........

I've a feeling you are not aware (or taken the trouble to look) if you haven't read the relevant threads in detail, that the ticket system remains unchanged. Have you tried following the links in the sigs of may posters around here?
Actually, I tell a lie, this fix was done, as you know as you posted in that thread. Other than that, AFAIK, it does what it's always done.
The cynics amongst us believe that the reason the links have been removed is to take the pressure off the ticket system so that they can get the backlog reduced and make the response times look better. It got like that as we all know, because of bad management, the high level of new customers wasn't met in time with the increase in the number of staff that deal with tickets.
However, as many of us have pointed out, there will be circumstances (as well as individual reasons from time to time) when raising a ticket is the best option. Anything that makes that more difficult for customers to do, is just not acceptable.
As for suggesting we should use "Ask Jess", in the circumstances when it will be easier to raise a ticket, I won't be using Ask Jess for some of the reasons mentioned here never mind all the extra data I'd have to use or the increased time it would take.
Frankly I have always found the best use of  "Ask Jess" is having a laugh as she's never given me an answer to a question that hasn't already been obviously present elsewhere on the Support Pages. But if you want a real laugh right now, try Asking Jess "How do I raise a ticket?" and see what answer you get     I suggest you send your feedback there as well.
I've a feeling that the people that have made the decision to remove the link in the first place, have no technical background and haven't got a single clue about the difficulties a user can face if they have certain problems with their connection.

[#12]

To my embarrassment I did as suggested and asked Jess
Clicked on the link and got https://portal.plus.net/wizard/index.html - which lets me see my open or closed tickets and following the problem links allows me to raise a ticket

[#13]

Quote from: Anotherone

But if you want a real laugh right now, try Asking Jess "How do I raise a ticket?" and see what answer you get    I suggest you send your feedback there as well.

AO,
Not sure if you are being ironic here - I just tried that and Jess pointed me straight at the Help Assistant... which is the right result!
Kevin
Edit: Again OJ types faster than a speeding bullet!

[#14]

But you can't raise a ticket from that page
jim:quote

[#15]

you can - see my edited post