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.
Jon Glenn
| Company | CW Matthews Contracting |
| Job Title / Role | IT Manager |
| I need it... | Yesterday...Come on already |
Dear Viewpoint Suggestion Box contributor;
We at Viewpoint sincerely thank you for your contribution to Suggestion Box on how we can improve Viewpoint products. While we can’t do everything at once, we rely upon your feedback to help guide the prioritization of our product improvements, and Suggestion Box is a critical tool for us to understand and prioritize our customers’ needs.
Viewpoint reviews Suggestion Box regularly for all of our products and updates statuses, adds comments, and performs various house-keeping (including deleting) as needed to ensure that Suggestion Box is maintained as a productive environment for product enhancements requests.
© 2023 Trimble Inc. All Rights Reserved. Viewpoint®, Vista™, Spectrum®, ProContractor™, Jobpac Connect™, Viewpoint Team™, Viewpoint Analytics™, Viewpoint Field View™, Viewpoint Estimating™, Viewpoint For Projects™, Viewpoint HR Management™, Viewpoint Field Management™, Viewpoint Financial Controls™, Vista Field Service™, Spectrum Service Tech™, ViewpointOne™, ProjectSight® and Trimble Construction One™ are trademarks or registered trademarks of Trimble Inc. or its affiliates in the United States and other countries. Other names and brands may be claimed as the property of others.