Preferred contact method for open support ticket

[progravix]

I manage multiple client's accounts here, and have a profile under each. This affords me the ability to contact support on their behalf (at least it should).

The problem I have is with the callback setup for trouble tickets. Every single time I contact support, I am asked how I want to be contacted by support for follow up: email or phone. Regardless of what I say, they ALWAYS send an email to the email address listed under OPS > Main > Overview > Personal Info.

I ask to be contacted by phone, and then I provide a phone number. They reply via email that same email address (my client's).

I ask to be contacted by email, and then I provide an email. They reply via email that same email address (my client's).

When I log into OPS to view tickets, it shows the proper callback details (my name, phone, or email) yet they ALWAYS email my client.

Some would say, "They should respond to the owner of the account."

So, why have multiple profiles in OPS available for others to contact support "on your behalf"?

I know this really isn't a general question to which I expect a response. I would just hope that someone from PowWeb would look into this.

Why ask for a callback method, and then for the email or phone, only not to use it? Makes no sense.

[YvetteKuhns]

I have the same problem. It is annoying. I may add MY email address in my clients' accounts for contact info, so I get emails. Some clients eventually forward emails and others delete them or ignore them, so I would like to be notified in a timely manner.

[dmacminn]

I can't fix it, but I can explain it ... the email response system automatically picks the Administrative contact address on the account for replies -- So, add your email as one on the Administrative contact (you can comma separate multiple values in that field), and the problem is licked ...

The default (and consequently, fastest response will be for a ticket that has email selected) -- in addition, if the Resolution [which was posted by T3/Engineering] indicates that they believe that a change/correction may have fixed an error, the person handling the issue may post you an email to check it before they mark it resolved.

[tpoynton]

add your email as one on the Administrative contact (you can comma separate multiple values in that field)

that's very good info. There is no indication on the page that you can put in multiple email addresses.

[progravix]

I can't fix it, but I can explain it ... the email response system automatically picks the Administrative contact address on the account for replies -- So, add your email as one on the Administrative contact (you can comma separate multiple values in that field), and the problem is licked ...

The default (and consequently, fastest response will be for a ticket that has email selected) -- in addition, if the Resolution [which was posted by T3/Engineering] indicates that they believe that a change/correction may have fixed an error, the person handling the issue may post you an email to check it before they mark it resolved.

So why ask for a response by telephone or email (explicitly asking for a phone number or email address) if they are JUST going to use the email address provided in the admin contact field?

This sounds like something that CAN be fixed at the T1 level.

Also, if adding additional email addresses to the admin contact field is the only solution, does this mean the "owner" of the account would receive the reply as well?

Quite honestly, I'm trying to protect PowWeb (and my reputation) by taking care of all these little broken things when a website is established, and NOT pointing out the flaws of PowWeb to my customers.

I think there needs to be some type of system where technical reps can be assigned to accounts. I don't need to be added as an "owner" of all of my client's accounts to get simple customer support. There needs to be a method in OPS where I can be added by my client, even using my own OPS login if necessary.

I'm sorry, but adding my email address to the admin field does not "lick" the problem. It just causes more.

[dmacminn]

You overstate the issue when you say the "only" way -- it is obviously not the only way ...but after 30 years in the support industry I have found that the easiest way is to use what works instead of trying to always try to fix a process that requires compliance by humans ....

In this case, if someone clicks to issue a reply email, it WILL use the Admin contact unless they take additional steps to edit the email address manually -- which they may or may not remember to do in every case...

There is a field in the contacts -- Technical Email that can be specified -- it obviously "should" be used for the technical contact; but, again because we don't enforce that it be set by customers, it is often blank in profiles .... the Admin contact is almost always set, so it is currently used instead...

I have long advocated that we enforce this -- but, apparently the Customer Service people tell me people become very upset with the idea that they need to take 15 seconds every once in a while to keep their contact addresses up to date --- I've suggested suspending their account if they don't update and confirm the address every 3-6 months, but nobody seems to be buying my idea... ;)

As currently designed, Powweb does not have a Reseller program -- so, essentially there is no true requirement to protect customers from being involved with Technical issues on their account ... if and/or when a Reseller program is developed, it would likely include the ability to have the Reseller/Account Manager contact contacted without involving the actual "owner" of the account....

The people that manage support are aware of the issue you note and there are proposals to improve the scenario --- as time goes on, the current Beta offering of the Support Console that is exposed on the account will be improved to allow centralized control and management of the support incidents so that everyone is quite literally, on the same page... setting an issue to Support Console means you won't get emails outbound (although the exact content of each email in/out is still logged in the ticket) and your "customer" will not be involved, unless they happen by the Support Console and poke around....