View Full Version : Trend with support - an observation

03-09-2014, 03:25 PM
Looking at old emails from six months ago or so it would seem all emails from support contained the ticket number in the subject line. Made it reasonable easy to locate emails and to keep email responses separate if multiple cases were open.

Recent requests now only get an initial email response notifying you of your ticket being created and the ticket number. After that point all responses have no ticket number in the body or subject of the email. Makes it easy to just let things fall thru the cracks and difficult to keep open cases sorted or even know what case a tech may be responding to.

Why remove the helpful ticket number from support responses?

03-09-2014, 03:50 PM
It's rare to get a human response and solution. Must be easier for them to close 1,000s of tickets out without addressing each issue.