Help Assistant removed - unable to view tickets

[#1]

Quote from: Chris

All chats are logged and recorded, we can access the logs if needed and a customer can request the chat log is emailed to them as part of the chat.

I think it would be better if by default, chats are emailed to the customer ( email address on file).
If they do not want to receive the chat log, untick a box.
Regards
Mike

[#2]

I raised a "ticket" as you call them on here this morning took me ages to do it.
Is the website just badly put together or deliberately made hard to do it?
I went in circles several times with FAQ appearing then some how a question to Support  form appeared I filled it in and have been sent an e-mail acknowledgement of my Question and a number, no mention of the word "ticket".
Main problem is if I wanted to ask another Support question I have no idea how I got to the question form.
Would what I have done be what you here call a "ticket"?

[#3]

Ticket/question - they are the same thing.
To view or raise new tickets go to http://contactus.plus.net

[#4]

If you finally do get to raise a ticket Question it states:

Quote

Need help? Ask us here. Your question will be placed into a queue and answered by the Support Team. We’ll be as quick as possible. We’ll let you know when it’s ready by email or text message to your mobile. You’ll then be able to read the reply in the My Questions section of Help & Support.

But Help & Support doesn't have a My Questions section. 

[#5]

Removing the link to the ticket system seems to have drawn a lot of "friendly fire" - sure do promote the chat as a preference, but there is no need to hide the link.  It only generates conspiracy theories!
... All rather reminds me of my development team boss on a bad day trying to get a new product release out the door... "If they stopped testing we'd not have any more A&B priority bug reports stopping release..."
[cynic]  If we stop them raising tickets (by hiding the link) we can get the average response time down to something which looks acceptable...!  [/cynic]
Sorry! 
Kevin

[#6]

Quote from: I

I think it would be better if by default, chats are emailed to the customer ( email address on file). If they do not want to receive the chat log, untick a box. Regards Mike

The issue here Mike is that customer chatting to us do not need to give us an email address (or even their username) in the 'pre-chat survey' at the start of the chat should they not wish to.
The option to enter one's email address and request an transcript come in the 'post-chat survey', when a customer clicks end conversation following resolution or promise of a follow-up

[#7]

Quote from: lewisskinner

customer chatting to us do not need to give us an email address (or even their username

This makes sense if the enquiry is a non-customer but if I've logged into the member centre and then gone into the chat system I'd expect my details to be instantly available to the support staff, along with ticket history, so that I haven't got to start from scratch explaing who I am.
This is an ill conceived idea and does not appear to benefit the customer in any way.  I don't see how it benefits PN either as forcing customers down the phone/chat route means that the 1st line support staff will have do deal with more issues rather than just forwarding tickets to the relevant 2nd line team.

[#8]

The ticket system is still there for the more complex issues or those that need specific teams to respond. The chat staff can deal with the majority of queries that come through.

[#9]

If PN no longer have the Ticket system ,,,,, it stops posts here complaining about WAIT times , and adding info puts you to back of the que .
makes sense for PN to remove it rather than fix it  

[#10]

Rongtw,
You have been sleeping - that issue was fixed only a few weeks ago.  Such a  shame that the reduced volume of tickets being raised by hiding the link will mean that the full benefit of that work will not be seen... 

[#11]

I've seen numerous times the argument that PN don't favour email correspondence for faults and the Ticket system is registered and traceable. I accepted this as advice given to newbies, don't worry PN have a system and you will get your issues delt with in an open and systematic manner.
Now we seem to see an ill thought out scheme of phone and chat reporting which will leave most users disadvantaged and not aware that there is a robust system in the background. If there is that is. 
What do our erudite Mods and Bright Sparks tell the unaware and confused now? Have PN given any guidance?

[#12]

Quote from: Townman

Such a  shame that the reduced volume of tickets being raised by hiding the link will mean that the full benefit of that work will not be seen...

Hi Townman,
I'd just like to add that the changes we made to the ticketing system last month won't lose any value as these changes benefited functionality for existing tickets, not creating new ones. This functionality has not changed and tickets can still be raised and customers and staff can still comment on them (this is where the ticket changes benefit come in)
It's nice to see that the benefits from those changes are being pointed out though!
Hope you're well!

[#13]

Quote from: PeterLoftus

I've seen numerous times the argument that PN don't favour email correspondence for faults and the Ticket system is registered and traceable.

Yes, I've heard that too, but it's a red herring.
Many suppliers I deal with accept email correspondence (which IS logged like any other "ticket") and initial queries are typically given a reference that, as long as it's maintained in the subject in any replies, stays linked together on the system.

[#14]

I'm busy redesigning my signature to include a link to http://contactus.plus.net
Just need the external link icon loaded where I can refer to it.

[#15]

Done.
Perhaps others would like to copy the following to their signatures:
[url=http://contactus.plus.net][size=18pt][u]Plusnet Help Assistant[/u][/size]  [img]http://users.plus.net/QL:D4197171[/img]
Ask a question or view your answers[/url]