Track Support Tickets

There is no way to see the support tickets raised.
I currently have 4 open (I think), and it's hard to keep track.

You send an email with the case number. This has no reference to the issue, it's just the number.

You send follow up emails with an RKN:xxxxxxxxxxxxxx reference but this doesn't make any reference to the case number or anything else.

I cannot see: My initial fault description, call logs, current status, resolutions, etc.

Am I missing something?

Accepted answers

All comments

Rav

Morning Ben,

While we don't have a customer-facing way to look at your current tickets, the vast majority of our cases are resolved fairly quickly and our teams stay on top of communication.

On the occasion where an issue may need developer investigation it will be escalated and these can take a little longer to address depending on the nature of the issue, what a fix looks like and what it requires and where it can be included in conjunction with other current work & projects. Obviously though, issues that are affecting the user experience or functionality takes priority.

Our teams should be making clear what the case is about though, and not just mentioning the case number so that's something I can feed back to the support team. If you ever need an update on a case, just shoot a reply back to latest email the team have sent through and they'll respond ASAP.

ben

So I'm not missing anything then - This is how it's supposed to 'work'?

As for your description, this is not my experience.

I don't get prompt responses.
As your first-line support is presumably based in a different time zone, I always get replies later in the afternoon. Straight away, this stretches emails out over a few days. And the usual language barriers mean less than clear communications.
As an example, I opened 2 cases on Saturday. Now it is past the close of business on Monday and I have only received a response to one of them (at 1536 AEDT).

By the way, the unhelpful 'technical response' was that it was simply "some kind of glitch" and to try again.

Generally, I get an unsatisfactory response or a longer delay when passed to the Australia based teams.

No one uses case numbers after the first email. And even if they did, it relies on me having made a copy of the ticket text, so I know which one it is about.
The email in future subject lines is a 20 digit number unrelated to the case number.
The only way I know what the later support replies are about is if their text gives it away.

This has to be one of the must user-unfriendly support processes I have experienced.
I have decided that I have to use my own case management software to manage each ticket.

I think you need to enable a customer-facing solution, as most businesses do.

At the very least, the original reply with the case number should include the support ticket description and all further emails should contain the case number.

I have several tickets open. Feel free to have a look and gain a better understanding of these issues.

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