IBM Cloud - Structured Ideas

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Improve ticket-related communication with customers

From a customer: "Can we get a notification when someone takes a look at the ticket or when it is routed to experts? We submitted tickets and are kept in the dark whether IBM works on them or not."

Update tickets when 1st level looks at them, when 1st involves 2nd level support, etc. Put in ETA for an answer or when support is waiting for development to come back with an answer. Make those status changes or the workflow information visible as part of the ticket dashboard and let customers choose if and how they want to be notified about those status changes.

  • Henrik Loeser
  • Dec 16 2016
  • Needs review
  • Attach files
  • Admin
    Tim Brantner commented
    December 17, 2016 04:21

    Thanks for the structured idea/feedback Henrik.  I have assigned the owning OM and they will be following up with you after their next triage.

  • Akira Hiramoto commented
    March 21, 2017 00:25

    The client disappointed ticket-related communication so much.

    And they plan to move to AWS. Now, we are proposing about data analysis plat form on cloud in this client. But we will lose this opportunity if ticket-related communication will not be improved.

    I attached  lists that client want to improve ticket-related communication as follows.

    Needs to show client plan how and when Bluemix Support will be improved until Mar 24th.

    This is urgent.

     

    1. At 1st level, Bluemix Support team should make notification to client ASAP. Client never received any  response from Bluemix support team until clients in API failure in Feb 6th.

    2. Bluemix Support team should make visible to client for answer or when support is waiting for development to come back with an answer.

    3. Bluemix Support team should respond to client when service is recovered.

    4. Bluemix Support team should keep to work for finding reasons of failure and show client how to improve even after service recovered. Client requested it, but Support team has left it more than 1 month after API failure in Feb 6th.

    5. Bluemix Support team should make notification about planned maintenance in advance.

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