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Other: Support Improvements

Answered
Doug Snyder User

The support ticketing process is not intuitive, not customer friendly, the entire approach is dated.  

1. Creating a ticket - I have to know everything about the environment.  Hubs, patches, etc, etc.  Your platform plugs into my environment - this is be programmatic. 

2.  If something is required, instead of noting it in the UI ( like every other application in existence )  you have to enter everything to figure out what was missed.  Highlight, or indicate which fields are required.  Your internal routing problems should not be your customer's issues.  

3. Uploading - Seriously?  you are asking customers to upload trace files through a command prompt stfp address.  

 

 

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Comments

1 comment

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  • Official comment
    Katie Fivetranner

    Hi Doug,

    Thank you so much for taking the time to share this thoughtful feedback with us, and I want to acknowledge that I’m sorry it has taken us this long to respond. We really appreciate your patience.

    You’ve highlighted some very important points around the support ticketing process — specifically the need for a more intuitive experience when creating tickets, clearer indication of required fields, and easier ways to upload files. 

    I’ve shared your feedback with our Product team for review, so it can be considered as part of our ongoing improvements to the support experience. Feedback like yours is incredibly valuable in helping us identify where we can do better for our customers, and I want to thank you again for raising these points.