cancel
Showing results for 
Search instead for 
Did you mean: 
Create a Post

Re: BEYOND - Customer Success Hub

Jump to solution

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

JozkoMrkvicka
Platinum

Re: BEYOND - Customer Success Hub

Jump to solution

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

Kind regards,
Jozko Mrkvicka
Alex_Gilis
Silver

Re: BEYOND - Customer Success Hub

Jump to solution

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.

Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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!

0 Kudos
Alex_Gilis
Silver

Re: BEYOND - Customer Success Hub

Jump to solution

Hello hashed-out name Smiley Happy,

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

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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 ...

Re: BEYOND - Customer Success Hub

Jump to solution

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.

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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...

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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 

0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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...

0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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!

Re: BEYOND - Customer Success Hub

Jump to solution

I second that 😉

0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution
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.

 

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

 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.

Re: BEYOND - Customer Success Hub

Jump to solution

Also cannot find this SR 6-0000687752

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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

Re: BEYOND - Customer Success Hub

Jump to solution

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...

0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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

We will investigate this and update.

0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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.

0 Kudos
RickHoppe
Silver

Re: BEYOND - Customer Success Hub

Jump to solution

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.

My blog: https://checkpoint.engineer
0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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

0 Kudos
RickHoppe
Silver

Re: BEYOND - Customer Success Hub

Jump to solution
Apparantly they are not. I only see my updates in the feed.
My blog: https://checkpoint.engineer
0 Kudos
Employee+
Employee+

Re: BEYOND - Customer Success Hub

Jump to solution

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

Thank you and sorry for the inconvenience.

0 Kudos
RickHoppe
Silver

Re: BEYOND - Customer Success Hub

Jump to solution

Done.

My blog: https://checkpoint.engineer
0 Kudos
Admin
Admin

Re: BEYOND - Customer Success Hub

Jump to solution

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.

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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

0 Kudos

Re: BEYOND - Customer Success Hub

Jump to solution

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

0 Kudos