The past few times when I've looked to raise a ticket, I've not been given a choice between chat or ticket but it's gone directly to chat. Is this expected?
Hi Julie,
Thank you for contacting us and I'd be happy to assist.
Yes, this is expected and now every support query starts as a chat. If a supporter is not available to answer for a certain time, it is automatically converted to an email ticket.
Note: You'll also see the option to convert the chat to a support ticket, on the chat screen.
( in case you'd like to skip the chat and move the conversation to an email ticket )
I hope this helps.
regards,
Waqar
Hi Waqar
Can you provide a screenshot showing me where the option to convert the chat to a support ticket is please?
Is there a reason why we can't be given the choice of chat or ticket BEFORE we submit the ticket? I believe this was the case at some point.
Hi Julie,
Thanks for writing back.
When a new chat starts and a customer is waiting for a supporter's reply, an option is shown to directly move to the email support ticket.
Screenshot: hidden link
Once the messaging has started, a supporter can move the conversation to the email support ticket, on the customer's request, anytime.
Your observation is correct and earlier, there was an option to either start a new email ticket or a chat, but it has been dropped in order to simplify and streamline the process of getting in touch with the next available supporter, more efficiently.
Of course, you're welcome to share your feedback and suggestions around this and I'll be happy to pass them on internally.
regards
Waqar
Hi Waqar
Many thansk for the screenshot. I don't believe I'm getting the 'no time to wait?' message; I don't really ever want to discuss an issue/question via chat (please pass that on as feedback) and if I had seen that message, I'd have used it straightaway.
Is there a way we can try this out between us to avoid raising a 'nonsense' chat so I can double check please?
Hi Julie,
Thank you for your feedback around having the choice of the communication method and I'll pass it on internally.
You're welcome to start a new chat to try this option and most likely, it will be assigned to me.
( note: Around 30 mins from now, I'll be on my break, for about an hour )
regards,
Waqar
Hi Julie,
Other supporters must be with other clients at that moment.
I'm back from my break and will be online for around the next 4 hours, in case you'd still want to test a new chat.
regards,
Waqar
Hi Waqar
managed it this time! took a screenshot to show I'm not being given the option to convert to ticket.
the other issue I have with support starting with chat is that the issues/discussions remain private which means less forum content is available to assist other users in finding solutions (if not too late, would you mind passing that on too please?)
Hi Julie,
Thank you for sharing the screenshot.
I've requested the concerned team for further investigation into the missing option from your screen and will keep you updated through this ticket.
Good point about the visibility of chat's content and if I recall correctly this is something that is already a concern and is being worked on.
But I'll definitely, pass on both your feedback points and appreciate you brought them forward.
regards,
Waqar
Hi Julie,
I've got some details around how the "Switch from live help to email support” button works.
It is not linked to the supporter's first reply and appears only if the assigned supporter is unable to open the chat window, within a set time.
I can understand that this isn't exactly the option that you're looking for in terms of choice between chat and the email ticket, but as I mentioned earlier, I'll raise your concerns internally.
regards,
Waqar
