I'm trying to work with support and the whole process is proving quite frustrating:
First, I submitted a ticket through the panel using Customer Support -> Ask a question. It submitted and all seemed fine. But then I thought of some additional useful information to add and found that there's no way to add additional notes or a reply through the Ask a question area. I had to submit a whole new question and include the ticket number.
Then, once I noticed a reply in the panel I found that there's no way to reply back to the agent through the website!
So... I found the email reply and replied back to the agents email..... And received an email back that the "support message was NOT received!" That email says that it couldn't find a ticket number in the subject. The subject that was created by the agent/system when they responded to my question. So, I figured I'd add the ticket number in brackets in case that is the problem and it still doesn't work.
At this point I don't even have a way to get back to the agent unless I open yet another ticket and I already have 3 open for this issue.
Needless to say I am getting pretty frustrated.
- Add the ability to respond to tickets through the Customer Support -> Ask a question area (especially since the system encourages us to submit tickets through there)
- Figure out why your system isn't matching the ticket numbers in subject lines.... and even if it can't find a ticket it shouldn't bounce back - it should go into some kind of inbox to be reviewed by a person.