topic Re: Beyond and first line support quality in General Topics

Beyond and first line support quality

Kaspars_Zibarts — Thu, 24 Jan 2019 07:23:52 GMT

Time for my rant since it's been a while

There is a separate thread created by Valeri regarding the new support portal Beyond. I'm still perplexed about how much customer feedback was gathered before launching it. Or is it just me who thinks that interface is so cluttered with information that is nearly impossible to read. Old one wasn't great but this is step backwards in my books. You really need to think how to make it more readable to get a good overview of the case progress and updates.

What makes it more amusing is that L1 yesterday asked me to SFTP case description that was added originally as PDF to the case as "he could not download it from Beyond". When I tried myself to download attached PDF; I realized that Chrome was blocking pop-ups, and it's not that easy to notice. So I can with fairly high certainty say that the same problem was with L1 support guy. But the question is - do you really shift responsibility back to customer and ask to do extra work or we have paid enough $$$ for the support to have proper education done internally if you decide to change customer support systems.

Another L1 support quality example was Checkpoint SFTP account details sent via plain email - both username and password. Come on CP, you are security company yourselves, surely you can afford to educate such basic stuff to your L1. Just embarrassing. I know it's temporary account but still.

There you go. Feels much better now

Re: Beyond and first line support quality

Maarten_Sjouw — Thu, 24 Jan 2019 08:32:10 GMT

Kaspars, I must say there is 1 major advantage to the Beyond support system, then can now finally see how many tickets there were on a specific system, so we do not have tell them again and again that the specific problem already happened 3 months ago as well.

I know this was one of the main reasons for moving to Beyond.

Uploading files is indeed one of those problems we have been dealing with for as long as cpinfo is capable of uploading files. They keep on asking can you upload the file to SFTP, while it was already uploaded.

Re: Beyond and first line support quality

G_W_Albrecht — Thu, 24 Jan 2019 08:33:04 GMT

The most repugnant experience is to log in to beyond - to use this term as a name for a CMS has to be the result of some kind of brain damage .

Re: Beyond and first line support quality

G_W_Albrecht — Thu, 24 Jan 2019 08:39:34 GMT

Strange - i could see how many ticket a specific customer has / had open and still can do that. It was good in the past to reference other / older ticket of the same customer and i fear that will have to stay so . That a specific system can be tracked is only possible if the MAC address is supplied when opening the ticket (and that has also been like this in the past).

Re: Beyond and first line support quality

Maarten_Sjouw — Thu, 24 Jan 2019 10:31:26 GMT

Well this was one of the concerns that we had for a long time already, as we really had to tell them again and again that there was a previous ticket even when recorded on the MAC. Now I have already seen multiple occasions of the previous ticket field being filled without us reporting the previous ticket.

When I was in Israel at TAC I was told they did not have any way to correlate tickets as the system did not provide any way to do so.

Re: Beyond and first line support quality

G_W_Albrecht — Thu, 24 Jan 2019 11:55:18 GMT

So let us hope that now better times will come, at least concerning that...

Re: Beyond and first line support quality

Kaspars_Zibarts — Thu, 24 Jan 2019 20:58:50 GMT

The problem is not log uploads but I like to put my initial description in nice PDF with all screenshots and everything, so that should work without SFTP or cpinfo. Actually they got back to me saying it's not popup problem in the browser. I really don't buy this - support can't download attachment from Beyond! That's beyond belief..

Re: Beyond and first line support quality

Maarten_Sjouw — Thu, 24 Jan 2019 21:45:34 GMT

Well got similar issue today, they could not download a .tar file from Beyond, so I said, you know what I'll give it another extension so you can rename it after downloading.

Got a message later that he liked my renaming action to .tarzan but still could not download the file.

Re: Beyond and first line support quality

JozkoMrkvicka — Fri, 25 Jan 2019 09:06:32 GMT

.tarzan

you made my day

Re: Beyond and first line support quality

Kaspars_Zibarts — Fri, 25 Jan 2019 11:16:32 GMT

yap cracked me up too1

Re: Beyond and first line support quality

Christian_Riede — Thu, 07 Feb 2019 15:41:20 GMT

cpinfo upload is so easy, not only for actual cpinfos, but also for arbitrary files. That's what I want as a customer. No clumsy sftp stuff. If only we could raise the arrival rate of such uploads from 1% to 100%. A dream would come true.