BEYOND - Customer Success Hub

[_Val_]

Hi all,

as you have probably mentioned, Check Point has changed the look and feel of Support Portal. If you are opening a new request or working with existing ones, you are now using our new Support tool called BEYOND.

Guided tool for this tool is available here. 

Should you have any comments and suggestions, please feel free to express them in the comments.

UPDATE: 

Thank you very much for the feedback

Just to provide an update on some of the issues reported:

1. Customers now can see the details of the migrated SRs - all the migrated SRs allow View Previous Updates that show the updates, activities, and attachments.
2. Users now can access all tickets on the accounts they are connected to (regardless if they or others opened these tickets).
3. RMAs should be working now

[G_W_Albrecht]

More than five hours later, still no RMA can be created...

[JozkoMrkvicka]

Would you like to share your thoughts on this (great, innovative, user-friendly, smooth, fast) tool ?

[Alex-]

I had issues with basic communication with TAC, like getting case notes so we had to schedule phone sessions. While it is very appreciable to continuously improve the user experience, this update feels a bit rushed and could have gone through more QA.

EDIT: If the ticket owner at ITAC would put an update with for instance upload credentials, it would never appear, we would have to call to exchange ZOOM sessions Id and chat from there.

[Ricky_Nissanov]

Hi Alex,

Thank you for your feedback,

We are doing our best to address these issues ASAP.

Can you please provide the SR#,  so we can better investigate this problem.

please send it to beyond@checkpoint.com

Thank you!

[Alex-]

Hello hashed-out name ,

Thanks for listening! I will send the SR information to the e-mail address with a description of the issue in a moment.

Kind regards,

Alex

[_Val_]

Alex, we have had a short glitch with Ricky's profile. It is fixed now

[18568]

I'm failing to see why this new support portal was pushed for today, obviously in hurry without testing.

The main issues:

• Someone already said in this thread no view on previous comments, but I also have no view on new comments added today by Checkpoint or me.
• All my open cases have been reassigned to a different engineer (which shouldn't be such a big deal normally but see next point)
• More worrying, it looks like even on the TAC side they are not able to see the cases history. I already discussed with previous engineer that I need a fix ported to R80.20 take 10. Today the new engineer sends me the existing fix not compatible with take 10. Thinking it was the ported version I plan a maintenance window in the evening with the customer to find out that it was for nothing ...

[Gomboragchaa]

I am glad Check Point improving their services. 

Unfortunately they publishing without enough test. As I know many partners complaining Appliance Sizing tool. 

Because we/they didn't receive enough information about new update and didn't do test before release. 

why you cannot leave old page and add new one as second link?

If I had a chance to compare new with old versions. It would be awesome.

[G_W_Albrecht]

And the most annoying ist the red floating window bottom right: Chat with an Expert, making the bottom part of the window unreadable. As we still have the menue on top where we can select Chat, this is very superfluous at least !

But no, the old link to the chat window does not work anymore, although it is visible - shame, shame, shame...

[G_W_Albrecht]

Management Escalation is possible, but does not show up in the ticket - as do the CP updates, i can only see my new updates. Also, i see no possibility to change the Severity - a severe issue, i would say 

[Ricky_Nissanov]

We are checking these, 'Severity' will be fixed ASAP.

[Daniel_Szydelko]

When trying to open new technical SR I got:

Contact is neither admin nor support
Please choose another UC or open a non-technical case

I even asked end customer to add all permissions for me to their account:

Permissions: Administrator, Support Contact, Primary Contact

And guess what? The same...

[Ricky_Nissanov]

Hi Daniel,

In order to investigate this we need some additional info,

can you please email your user (email) and UC account is to beyond@checkpoint.com?

Thank yo and sorry for the inconvenience

[Sergey_Anikeev]

Hi all!

We are having trouble working with the new portal. Namely, all records disappeared from all SR (open or completed) There is no possibility to create an RMA request. This problem has become critical for us !!! Please solve it as soon as possible or provide access to the old stable portal!

[G_W_Albrecht]

I second that 😉

[Ricky_Nissanov]

These issues should already be resolved, can you check please?

Sorry for any inconvenience caused due to the transition
We are working diligently to resolve reported issues ASAP. 

[Sergey_Anikeev]

 In addition, there was a problem in that when answering by mail messages simply do not reach SR and the customers are concerned (to put it mildly) with this fact.

Please consider incorporating the old portal in parallel with the new one.

[Sergey_Anikeev]

Also cannot find this SR 6-0000687752

[Phillip_Chaves]

Do we have any update on all these issues? Several of my customers are very frustrated at this situation.

[G_W_Albrecht]

I found an additional issue: Email updates do not go to my email adress, only to the email under additional users - i only get the status mail:

This email is to notify you that the Status of Service Request - 3-0585862261 has been changed to Pending Customer.

Service Request# : 3-0585862261

Customer: Arrow ECS Internet Security AG reinhard 

Subject: ted.elg massive daily growth without TE [isag#: 109617648399]

Severity: 3 - Medium

...which is not very helpfull...

[Ricky_Nissanov]

Thank you again for the feedback, it's valuable!

We will investigate this and update.

[Ricky_Nissanov]

Thank you all for the feedbacks and sorry for any inconvenience caused due to the transition to BEYOND.

We are working diligently on addressing any issue raised by our customers/partners.

Please note following issues are now fixed:

1.SR history is now available in the Service request, to see history updates you should click on 'Show Previous Updates' , see screenshot below:

2. Users can now see all SRs from any User Center Account they are connected to (as Support contact or Admin).

We are always available to you at beyond@checkpoint.com for any issue.

[RickHoppe]

When clicking on “Show previous updates” I’m redirected to the old system and indeed the old updates are visible. But the updates that were added since Beyond went live are still not visible.

[Ricky_Nissanov]

New update that were added after the transition should be available in the feed.

[RickHoppe]

Apparantly they are not. I only see my updates in the feed.

[Ricky_Nissanov]

Can you pleas email us the Service Request #, we'll investigate this.

Thank you and sorry for the inconvenience.

[RickHoppe]

Done.

[PhoneBoy]

Just to provide an update on some of the issues reported:

1. Customers now can see the details of the migrated SRs - all the migrated SRs allow View Previous Updates that show the updates, activities, and attachments.
2. Users now can access all tickets on the accounts they are connected to (regardless if they or others opened these tickets).

We are working to resolve the remaining issues.

[G_W_Albrecht]

View Previous Updates really works - but one could rename it to View Previous Ticket System  !

[Martin_Valenta]

why is it now required tospecify always UC number and asset, when creating SR?