Bring back tickets/questions (with poll)
@OJ and Townman
Well I don't know what happened there
I did what I'd suggested several hours before my post (got side tracked onto something else) so maybe there was a glitch of some sort as it's now doing exactly what OJ says 
That'll teach me to double check before I click the Post button
It certainly was Jim, as posted by Townman (who I hope posted feedback there) it gives the response "I'm here to help to you with any problems. Just type your question in the box below and click 'Ask Jess'."
It's is a trifle more interesting to note the response you get using the word "raise" instead of "ask"
@grahamt, jelv
Whilst it is potentially confusing, I agree, it is also a name/term that is widely used across many sites on the Internet where similar facilities exist - my Energy provider is one example.
Chris I think you have completely missed the point(s) that we have been trying to make in this thread which is probably why this is not moving forward at all. Probably our fault for not explaining clearly enough.
First, to directly address your comment that I've quoted - As I'm sure you will be aware there will at any given time many "guests" browsing these forums looking for information that may help them to solve their problem. A significant number of these "guests" will be Plusnet users who aren't registered with the forum, and some who may be, just aren't logged in. There will be many threads that they read where there will be references to Questions. Tickets, raising tickets etc. So how are they going to do that when Plusnet have made it almost impossible for them to do so?
Second, as several of us have tried to point out, there will be times and situations where people can't conveniently or even cost effectively use the other methods, and raising a ticket will be the easiest for them. For example -
1) Your line is down completely - you can't use live chat. You live in a rural area, there's no phone box nearby. and even if there was, you are not going to stand in the cold for 20+minutes waiting for a response. You have a smart mobile phone, but it's PAYG so phoning up is a non-starter with potentially a 20+ minute wait. but you could Raise a Ticket quickly and with minimal data usage (depends on tariff to be cost effective).
2) Your broadband has suddenly started playing up. You have been checking your SNRM you know it's REIN and have a graph showing the effect of the REIN which you wish Plusnet to see. You obviously can't send it in a phone call or Live Chat, so you can only do it by raising a ticket.
3) You have a DNS issue and have a Wireshark capture. The only way to send that to Plusnet is by raising a ticket.
Do you really need further examples? Making it difficult for customers to get to or raise tickets is just not acceptable.
We are quite happy that you are promoting Live Chat which will be fine for a lot of other situations. After all the "Live Chat" pops up on virtually every Help and Support page visited, and there's also a Link. BUT what do you do when Live Chat is Busy
Well I don't know what happened there
I did what I'd suggested several hours before my post (got side tracked onto something else) so maybe there was a glitch of some sort as it's now doing exactly what OJ says That'll teach me to double check before I click the Post button
Quote from: Oldjim
Quote from: jelv The term Plusnet use for raising tickets is "Ask a question". So try asking Jess "How do I ask a question?"
It certainly was Jim, as posted by Townman (who I hope posted feedback there) it gives the response "I'm here to help to you with any problems. Just type your question in the box below and click 'Ask Jess'."
It's is a trifle more interesting to note the response you get using the word "raise" instead of "ask"
@grahamt, jelv
Whilst it is potentially confusing, I agree, it is also a name/term that is widely used across many sites on the Internet where similar facilities exist - my Energy provider is one example.
Quote from: Chris Although those of you that post in here know that the ticket/question system exists and how to use it, would new(er) customers really be searching for 'how to ask a question' or 'how to raise a ticket'? Personally I don't think so, I think they'd be searching for 'my speed has dropped', 'email not working' or something related to the actual problem they are having.
Chris I think you have completely missed the point(s) that we have been trying to make in this thread which is probably why this is not moving forward at all. Probably our fault for not explaining clearly enough.
First, to directly address your comment that I've quoted - As I'm sure you will be aware there will at any given time many "guests" browsing these forums looking for information that may help them to solve their problem. A significant number of these "guests" will be Plusnet users who aren't registered with the forum, and some who may be, just aren't logged in. There will be many threads that they read where there will be references to Questions. Tickets, raising tickets etc. So how are they going to do that when Plusnet have made it almost impossible for them to do so?
Second, as several of us have tried to point out, there will be times and situations where people can't conveniently or even cost effectively use the other methods, and raising a ticket will be the easiest for them. For example -
1) Your line is down completely - you can't use live chat. You live in a rural area, there's no phone box nearby. and even if there was, you are not going to stand in the cold for 20+minutes waiting for a response. You have a smart mobile phone, but it's PAYG so phoning up is a non-starter with potentially a 20+ minute wait. but you could Raise a Ticket quickly and with minimal data usage (depends on tariff to be cost effective).
2) Your broadband has suddenly started playing up. You have been checking your SNRM you know it's REIN and have a graph showing the effect of the REIN which you wish Plusnet to see. You obviously can't send it in a phone call or Live Chat, so you can only do it by raising a ticket.
3) You have a DNS issue and have a Wireshark capture. The only way to send that to Plusnet is by raising a ticket.
Do you really need further examples? Making it difficult for customers to get to or raise tickets is just not acceptable.
We are quite happy that you are promoting Live Chat which will be fine for a lot of other situations. After all the "Live Chat" pops up on virtually every Help and Support page visited, and there's also a Link. BUT what do you do when Live Chat is Busy
As Plusnet seem to be totally deaf to this perhaps we should post a draft redesign for the Help Assistant with a big promotion of chat at the top ("for immediate contact with an agent") but still making it easy to find view tickets and open new ones.
I asked Jess a few questions the other day... I notice she don't seem to have any vocabulary on ping/latency?
Maybe it supposed to be that way considering ping isn't important 
Maybe it supposed to be that way considering ping isn't important
People are still having issues!
Quote from: nigel1971 Normally if i log in to my account and there is an update form the support team there is a small yellow banner with the status, now that i have replied to it and can no longer find the section or area to find where this open ticket or other ticket issues are.
Help
We still are seeing more people complaining that they can't find tickets. E.g.
Plusnet: It is obvious that you've made an error here: will you please listen to what your customers are telling you?
Quote from: woodm I used to be able to call up my tickets by searching for 'tickets' in the help assistant but that's gone now too. It's almost like PlusNet are doing all they possibly can to hide the ticket system. I certainly don't want to have an online chat with a random person about a ticket that's been open months. I guess I'm lucky the link in Anotherone's signature I just found still works 😕
Plusnet: It is obvious that you've made an error here: will you please listen to what your customers are telling you?
Also: If you are going to persist with this crazy push of ALL issues towards chat you have got to stop this happening:
We do listen to feedback, and I've personally passed on a number of comments about raising tickets.
In a future rollout (towards the end of this month I believe), it will be made easier to find existing tickets.
In a future rollout (towards the end of this month I believe), it will be made easier to find existing tickets.
This situation is plain silly. I have a open ticket for which there's been a link showing in my "members centre" login since last Saturday.
Today I received a email on my phone saying the ticket has been updated, unfortunately when I go to the members centre to view the update the link to the ticket has now been removed.
Today I received a email on my phone saying the ticket has been updated, unfortunately when I go to the members centre to view the update the link to the ticket has now been removed.