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Help log requests.
I have had a few issues with game crashes and the loss of character HP. Sent message through in game support and it was closed 2-3 times with a rubbish bot email that did not address my issues. A support member has finally answered me at the 4th attempt and is asking me which characters i had to spend health packs on, but its been nearly 2 weeks and I cant honestly remember.
Can we access past help requests so that i can be more helpful, or does support have access to these "closed" events?
Thanks for the info
Comments
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When you have a crash that takes health packs its best to take a screen shot of the characters then include with your support ticket. No there isn't a way to access the past requests.
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Suggestion for support to use a CRM application so each ticket submitted creates a case which then becomes trackable and useful for any historical record/reference. Every ticket submitted would essentially be accessible and could be data mined to look at different metrics and the type of issues you receive to support. Microsoft Dynamics is a solid CRM that would probably integrate with support tickets fairly simply.
This would not only be good for the community but also the support team. Super helpful for keeping historical record, easy to access past issues and clean concise data in one place.
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Hey @SteveSyracuse I agree that Microsoft dynamics is a great CRM tool. Support is able to use analytics today to see frequent issues, etc. I dont know what tools they use specifically but they have some.. In the circumstance described by the original post here, a CRM typically doesn't have a customer facing portal and would be a large undertaking.
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Thanks for the reply. I get that the CRM wouldn’t directly help the customer, but you had mentioned support themselves couldn’t even access his old support tickets to see the details on them. At least for the service team, if they had a CRM they’d be able to see past issues and probably save a lot of research time. Seems like a disservice to support if they’re unable to access and reference old tickets that have came through.
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Stagger's Comment was referencing the customer in this case not being able to look at old support requests. The support team should be able to 🙂
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