Help Assistant removed - unable to view tickets

[#1]

I can't disagree with you their  
I did notice how in the days leading up to the removal of ticketing system the response times had jumped by nearly 3x the norm....

[#2]

I wonder if a compromise would be to have a separate section on the forums for the sole issue of dealing with these non personal issues? Very few problems are unique and the ability for people to browse other people's problems and solutions (particularly technical issues) could resolve problems quicker.

[#3]

Quote from: PeterLoftus

So what PN have achieved is a reduction in recorded faults by shunting a large proportion into telephone calls an live chat

And there Peter (I suggest) you identify the true motive.
This has all the hallmarks of cynical middle and senior (non-engineering) managers seeing inhibiting / discouraging the use of the ticketing system as the means of reducing the ticket workload backlog.
Whereas what is actually required is resolution of the issues which give rise to the necessity for users to need support assistance.  The real issues are well known by the good folk around here, who (as I've said before) I really do not know how they keep coming into work each day knowing they will have the same issues to deal with.
We've had multiple threads since Andy Baker took over as CEO suggesting the priority items, to which there has not been even the courtesy of a "thank you for your interest and suggestions, I might think a about some" brush-off response.
We know the key reasons users contact their provider...
Order failures - don't care who is to blame - fix it - I know PN's systems been improved but what about BT's?
Installation failures - no lines / no ports / no engineers - all supplier issues - what is being done?
Faults (after being reported) - no show / no resolution / not my job - all supplier issues - what is being done?
Billing / Cashback / contract detail clarity - all PlusNET's court - how many more months / years until the long awaited billing system is delivered?
Focus needs to be on addressing the causes, not fixing the symptoms.
Suggestion: In respect of faults, given that BTOR owns all of the plant, irrespective of who retails the service, how about Andy gies and brings about a revolution in the UK telecoms market place - "BT Openreach - it is YOUR kit - you fault locate - you fux it anfpd YOU deal direct with the end user - we will deal with the disputes only".  In short give users direct access to the owners if the faulty kit and remove BTOR's protection from real world users.
Come on PlusNET, be bold and break the mold!

[#4]

Quote from: Chris

@Oldjim - if you wanted to get support why wouldn't live chat be an option instead of a ticket (honest question, we want feedback!). I work long hours and by the time I get home and have had something to eat live chat has closed, with the ticket system I can raise a ticket before I go in the morning and collect any replies later on in the evening.

[#5]

We want documented feedback (sometimes).

[#6]

Quote from: malcolmfl

Quote from: Chris I work long hours and by the time I get home and have had something to eat live chat has closed, with the ticket system I can raise a ticket before I go in the morning and collect any replies later on in the evening.

Replies later in the evening...not any more, I waited 4 days for the ticket to be picked up.
jim:green quote fixed mod:end

[#7]

Quote from: mlmclaren

I did notice how in the days leading up to the removal of ticketing system the response times had jumped by nearly 3x the norm....

Please be more precise. The Ticketing system hasn't been removed, it's just that the direct links to get to it have been removed. For Links see my and several other users sigs. Also note, if you weren't aware, you can now add updates to Tickets without them going to the back of the queue.

[#8]

I've actually managed to raise a "test" question.
Plusnet wanted to send me a text as the answer - but I have no mobile. 
They also seem to be keen on email - although they have this raise a question software - weird.

[#9]

Quote from: Anotherone

Quote from: mlmclaren I did notice how in the days leading up to the removal of ticketing system the response times had jumped by nearly 3x the norm.... Please be more precise. The Ticketing system hasn't been removed, it's just that the direct links to get to it have been removed. For Links see my and several other users sigs. Also note, if you weren't aware, you can now add updates to Tickets without them going to the back of the queue.

Sorry could of worded that better, I'm aware it still exists, I meant the hiding of links... also to be more precise, in the days leading upto the "hding" of the links for tickets I raised one and it had a lead time of 26 hours... just a day before I went to raise another and the lead time was 56 hours..

[#10]

Ugh. I've lost ages looking for where to raise a ticket recently.
The removal of this sucks!

[#11]

Have you voted?
http://community.plus.net/forum/index.php/topic,138400.0.html

[#12]

Thanks. I have now. So 86% want it back - but will PN listen? 
(I'm not surprised they're seeing people satisfied with the chat service - but it shouldn't replacing the ticketing IMO).

[#13]

I managed to get a reply to my ticket:-
[Moderator's note by Jim (Oldjim): Staff name removed as per the Forum Rule.]

[#14]

jelv is correct, if I cannot make a ticket and dont want to do a live conversation guess what I will do?
file a complaint instead.

[#15]

Why can't you make a ticket? The system is still there, the help pages and 'Ask Jess' will point you to it when the type of query is better answered over ticket than chat.