8 replies to this topic

[joneichler]

Starting April 20th we will be making a change to our ticketing system for enhanced security. This change will require that you log into eleven2.com/brain to submit your support requests, this will ensure that only those who have the proper access are contacting support. We think this will also cut down on duplicate tickets and responses to tickets keeping everything more organized and running efficiently.
As always we appreciate your continued business with eleven2, If you have any questions about this please feel free to let us know.

Cheers!

[foxbox]

I think per-defined selective subject of tickets is not good idea. If you need additional ticket problem identification, then you can add additional field for example "subject category".

[Andy Johnson]

Thanks for your feedback @foxbox

[joneichler]

@foxbox there is an "other" option that you can select then you can describe your issue in the ticket itself. We monitor all the tickets that come in under "other" and add additional subjects when necessary.


Thanks for your feedback!

[mdstreetscene]

This makes sense and shouldn't be a bother for anyone - I was surprised it was setup how it was - though, it was really easy for customers.

I really hope it will remove the need for the support technician to ask what account the request is in reference to - since they should have that information based on your username? Will this be correct? I know lots of other customer service systems don't work like this - it seems like you have to tell 4 different people your account number or name.

[Julia1]

Hello

I wanted to chime in here. I've put in 2 tickets the last couple of days, and all the subject says is "other'. That's not so good. When I view all my past tickets, they all make sense with the subject. I have a feeling that the rest of my tickets here forever will have a subject of "other".

Also, I can now not put whether it's High priority or medium or low. As a matter of fact, I have an urgent, high priority at the moment and it automatically was put as 'medium'. So are all tickets now 'medium" or am I doing something wrong?

thanks

[Andy Johnson]

Hi Julia,

With subjects listed under "Other", we review what your problem is via your ticket description, and determine whether to add anymore new pre-defined "Subjects".

We are looking into the priority settings at the moment for tickets.

[Andy Johnson]

Hi Julia,

Just to update you, all tickets are answered in the order they come in. We are not planning on bringing back the ticket priority feature to our ticket system.

Let me know if theres any other questions you have and id be happy to help!

[Julia1]

thanks Andy. I guess some folks were probably putting too much as high priority. I had a feeling that was removed, I just wanted to make sure that I was missing something.

The "other" is not the end of the world either; I happened to have 2 separate tickets going on with 'other' as the subject and technical help actually posted on the wrong 'other' and caught their mistake and said "no, the other 'other'.