Need a way to track help tickets
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Katherine A Ko
There used to be a screen that listed all the open help tickets, as well as the messages back and forth updating the ticket. When you got rid of it, you made it IMPOSSIBLE to keep track of ticket status. If we only had ONE ticket open at a time, then this terrible email back and forth system would be fine. We have 8 providers, and drchrono is glitchy, so we ALWAYS have multiple tickets going. It wastes every one's time to have to sort through all the stupid help ticket emails to track progress. Maybe I'm paranoid, but I really start to wonder if the change was intended to make it harder for us to realize HOW LONG IT TAKES for you to solve help tickets.
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ericrothschild
Agree!!!
The new ticketing system was by far, the most botched rollout of any feature/upgrade… dubbed “reverse improvement” in some circles
We need access to ticket history, status, and be able to add to it.
Redundant, unnecessary authentication layers are just indicative of really poor to non-existent integration of the two systems.
I mean, we are ALREADY logged in to drchrono, don’t ask me for my username. What a waste of a pricy Salesforce product.
And all for a 10% or less first pass resolution rate.
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Katherine A Ko
ericrothschild I had admin make a color coded spread sheet in google docs to help us track them. Do you have any tips for actually getting help tickets SOLVED? We've got help tickets that have allegedly been escalated so many times, I think it must be on GOD'S desk by now...
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ericrothschild
Katherine A Ko brilliant solutions do exist apparently … just migrate the CS platform and archive anything from the old ticketing system, maybe a little oops line of code or two 🙄