Zen Internet Support Forum

Is there anyway by which a customer can add an update to a trouble ticket, other than on close?

The portal would be an ideal place for this, having the front-end security and general availability from any location via browser (one might not always be able to pull down email, or when out-of-office have access to an email with the trouble-ticket link.

The bonus, to Zen, would be a potential reduction in in/outbound call volumes as a customer could provide updates such as test results, engineering visits, etc without tying up one of the TS team. In addition, there may be occasions where vital information from the customer is recorded "as-is" rather than being diluted/lost during the course of going from front-end team -> faults -> CS (for example), or plain info overload on a TS member.

Just a thought. 

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Just ickle ol' me.

Deafened by the response from Zen....

 there are times - espcially when away from home - when it would be very handy to access trouble ticket information. Especially when Zen itself is NOT communicationg internally, and a non-support department expects the customer to retrieve information that Zen already has...

 I'm keeping my peace - just - but in light of several other non-support issues over the past three months I'm beginning to wonder if this more than coincidence...

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Just ickle ol' me.

Hi,

In response to the original query - we have now altered the 'close' option to 'update' and customers are using it for providing updates instead of using e-mail/calling.  With the personal ownership of faults we have this ensure the update reaches the right person as quickly as possible.

On the wider issue of using the Portal for contact for TS and other teams - there is work taking place with a broad scope related to tickets but it's early days yet in terms of how that's going to look and work.

regards,
Phil.

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Phil Long
Technical Support Manager - Zen Internet Ltd.

Considerable benefits to be acheived. Introduced it 5 years ago with GX... worked a treat. You do need to keep a close eye on the ticket queues initially as people become accustomed to a mail or pop-up driven queue (email notification of new tickets) rather than manually opening a ticket in response to a phone call. But, it can considerably reduce call queues.

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Just ickle ol' me.