Recently I have raised a number tickets with PN and on a few of these occasions the CS agent who has picked up the ticket has failed to answer the question raised in the ticket.
Today I riased an issue and recieved a reply which again did not answer or address the ticket raised I had to reply to the non descript answer with a second posting to get my issue resolved.
I realise that cs staff will have litteraly hundreds of tickets to reply to at any point in time and wonder if anything can be done to reduce the number of tickets which require multiple responses backwards and forward to get a ticket resolved.
I realise that if a ticket falls into a set catagory then using the tickets sytem a user is guided through the correct process however if you need to very from that path and use the free text input option that is where it appears possible to fall down.
Would it be possible to post an example complaint form with heading promts like those below. I'm sure they could be many more prompts but using these would make it easy fro all to clearly see what the ticket was requesting.
Date of Problem:
Problem:
Symptoms:
Steps already taken to resolve:
Request for change to account:
podman
