Last Wednesday, I opened up a support ticket and late yesterday they finally got back to me...almost a week later. However, I wasn't at my desk when they called so they left a voicemail message. The problem is they didn't leave any contact information or a call back number and just say they will call me back later. This is not OK! Support should at least leave a name, email address and contact info so we can call them back and fix the problem ASAP. At one point a long time ago, Support would get back to us within the day and they always emailed me so I had their contact information and could easily schedule a time to talk. Why did it change and why does it take so long for Support to get back to us?
Erin Overaa Dissman
| Company | Overaa Construction |
| Job Title / Role | IT Director |
| I need it... | Yesterday...Come on already |
Dear Viewpoint Suggestion Box contributor;
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I have had multiple tickets closed by support say i never responded. But the fact is they never contacted me in the 1st place.
I so agree. Support tickets in general take much longer than they used to even ones that you can get classified as priority.
I agree with this idea. My pet peeve is when I put in a ticket and Support calls back after hours or at lunch. They can see where we are located, what time zone we are in and they continually call after hours or on lunch, sometimes multiple times during that time frame. If they call during lunch they state, your probably at lunch!
However the worst is when they follow up the call with an email stating they have tried to get a hold of you but haven't heard back yet...it gets frustrating. Especially when you consider you most likely waited at minimum a week for a response. Years ago we would get call backs within the hour for most tickets.