Alfie's biggest problem is that you don’t know if anyone is available in chat. There was a HUGE change in your support system 2-3 years ago. Before the change, it told you up front if anyone was available. The old system worked really well. Each queue, HFF, Vista AP, Vista Accounting, Cloud, etc., showed you which were online and offline, so you knew whether to call or open a case (not through chat) if it was pressing.

After the changed, you now don’t know which queues are online or offline, so you go through the entire chatbot process and either go into a queue to talk to someone or nope, priority 3 case. Times are also very random on when people are available. I never even try chat before 8:30 EST (I guess us east coasters don’t matter!), but sometimes no one is available online during normal pacific time working hours.

Also, when you go into the case that was auto created when chat support is offline, the only way to adjust the priority is to call in to phone support or add a reply asking for it to be bumped, but by that point you don’t know when anyone will look at it.

The old system was great! I really hate that Viewpoint changed.