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EMPLOYEE
I just submitted a help ticket. Now what?
I’m undecided
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The best answer from the company
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Hi there,
While our awesome support team is working to answer your question, why don't you take a look around our user community site.
Our this site you can:
* Ask a question and hear what other users have to say.
* Learn some insider tips and tricks to PBwiki.
* Just see what other people are talking about.
Come join in!
Kristine
The company and 2 other people say
this answers the question
The best answer from everyone
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Hi Paul,
I gotta tell you, I am MUCH happier with your help on my recent help ticket (and for hearing me out with my complaints about past help tickets) then I would have expected. You guys are doing good things on the customer relations front, and I appreciate it :)
Thanks.
I’m happy
3 people say
this answers the question
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Inappropriate?Hi there,
While our awesome support team is working to answer your question, why don't you take a look around our user community site.
Our this site you can:
* Ask a question and hear what other users have to say.
* Learn some insider tips and tricks to PBwiki.
* Just see what other people are talking about.
Come join in!
Kristine
The company and 2 other people say
this answers the question
1 Comment Add a comment
This answers the question
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I'll take a look at that. This is my first wiki, and as far as I can tell, no one else in the department that I'm setting it up for has done one either--what I really need is "PBWiki for Super-Dummies"! But the community forum looks like it might be the next best thing. Thanks! -
Inappropriate?"I just submitted a help ticket. Now what?"
You sit and wait... and wait... and wait...
1 person says
this answers the question
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Inappropriate?Hi Maverick,
I'm sorry you feel that way - our support team is actively working through tickets but we never sacrifice ticket quantity for ticket quality. If a customer contacts our support team, they're going to work with a *real* person and get a high quality solution that solves their particular problem.
I'm sure you can agree that we didn't get to 400,000+ (and rapidly growing) wikis by chance.
Thanks for your patience - we won't let you down.
I’m confident
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Inappropriate?That's great, but it doesn't chage the fact that I have NEVER received a response from a help ticket i've submitted over the last 12 months -- that's why I use the forums. I can see that you are trying to improve customer service, but a bad impression has already been made.
I’m disapointed
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Inappropriate?Maverick,
I understand where you're coming from. That's why they brought me on board to lead our support efforts. Please email me directly at paul.singh [at] pbwiki.com - we've been logging each and every support case for the past 3 years. I'd like to take a look at your particular issues and see how we can improve the situation.
Thanks again for your patience.
I’m confident
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Inappropriate?Paul,
Ok, I'll e-mail you with more detail. Thanks,
Mav -
Inappropriate?Hi Paul,
I gotta tell you, I am MUCH happier with your help on my recent help ticket (and for hearing me out with my complaints about past help tickets) then I would have expected. You guys are doing good things on the customer relations front, and I appreciate it :)
Thanks.
I’m happy
3 people say
this answers the question
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Inappropriate?I am *really* glad to hear that you had a good experience, and that PBWiki was able to maybe even change your mind a bit. Thanks for taking the time to vent, and offer suggestions, and work it out.
1 person says
this answers the question
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Inappropriate?Maverick... I've had nothing but problems from these guys. I've sent email after email begging them to either help me get into one of my wiki's or to stop charging me and I just keep getting these emails where I'm asked to explain why problem and then I hear nothing back after I comply, so i send another one and the cycle is just repeated. I realy can't explain how bummed I am to be still dealing with these clowns after all of this time. It's been months of trying to get through to them with no luck.
1 person says
this answers the question
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Inappropriate?JW - I'm sorry you've had a less-than-stellar experience with my support team. I'd love to take a look at your case personally. Can you email me directly at paul.singh [at] pbwiki.com please?
(I'm hoping you noticed that I was able to change Maverick's opinion as well :))
I’m confident
1 person says
this answers the question
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Inappropriate?Did you know that when I try to submit a help ticket when I'm connected to our corporate VPN I get an error when I press the submit button? For some reason it tries to redirect to a server within our Intranet that does not exist. When I disconnect from the VPN then resubmit the ticket, I briefly see a salesforce.com url then I am directed to this page. It's not good.
I’m not happy at typing the same support ticket 5 times.
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This answers the question
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I have this same experience - both trying to connect to a nonexistent corporate server AND briefly seeing salesforce.com. I have to quit my VPN to submit a ticket. I also had this experience when I was trying to download a white paper.
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Inappropriate?And now that I have finally submitted my support ticket, where is it ? How do I actually see the ticket ?
I’m wondering why this site makes it harder to get help with a problem.
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Inappropriate?Martin,
We use Salesforce to organize our support tickets, so what you're seeing is probably your ticket being submitted.
That's weird that you see the URL though, and I'm sorry you had trouble dealing with the system. I'll run what happened to you by the engineers here, see if it's something we can fix.
Also, we don't have a way to let you see the tickets you've submitted, but when we email you, the emails will include pieces of informations like your case number and a reference number so that any email from us to you, or you to us goes to your particular case file.
In the future, we'll have a better interface for your side of the tickets, but we don't have anything else yet, we're actually still trying to move all our data over. I'm sure this will be something that's announced publicly when it is.
If the Support Ticket interface still gives you problems, you can always email Support directly, support @ pbwiki -
Inappropriate?It's confusing becasue I end up on a getsatisfaction page that says "I just submitted a help ticket. Now what?" which does nothing to actually explain what happens next. It gives the impression that I should be able to see my ticket here on getsatisfaction.
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Inappropriate?Yeah, that's probably one of the most confusing things I've ever seen done in this kind of situation, now that I think about it. I'm going to fix this today.
I think the badly-conveyed idea was that you would be able to peruse the other questions on Satisfaction, and get involved with our community here while you're waiting on your ticket.
I’m embarassed this isn't more clear
1 person says
this answers the question
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Inappropriate?Which link are you referring to? If you're looking for the link to contact Support via the web, go to your wiki, on any page, and click the "Help" link in the upper right-hand corner.
The first field you'll find is a box that will ask a question here in Satisfaction, but in the second area, there is a form to contact Support through.1 Comment Add a comment
This answers the question
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When I comment on a comment, there seems to be no indication of what I am commenting on. I said "HOW?" but without the connection to the thing I was referring to, it makes no sense to anyone. Is there some reason for this to work in such a useless way? When this is all about wikis, and wikis don't have that kind of problem, why don't we use wikis for this discussion instead of this mess?
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Inappropriate?I posted a help ticket, was promised a reply within 24 hours and this was three days ago and nothing has happened although my question is urgent! So much for doing things on the customer relations front!
I’m frustrated
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Inappropriate?Martin, you make a very valid point. I'll look into this further to see if I can improve our overall customer experience on the support end.
Thanks for the heads up!
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Inappropriate?Joana - I'm sorry you're frustrated. We're located on the West Coast of the US and we have little to no staff covering our support queues on the weekend. Don't worry though, we'll be catching back up today and you should hear from us soon.
Thanks for your patience.
PS - We're currently interviewing new support staff that would exclusively cover the weekends so we should have this problem solved soon :)
I’m confident
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This answers the question
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How's that search for weekend support staff coming along there, Paul?
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Inappropriate?This is a response to "Reply to Paul Singh's question"
WHAT QUESTION?
Here is the beginning of what Paul said just above the quoted phrase above:
Joana - I'm sorry you're frustrated. ....
There is no question in it.
AQRRRRGH.
I’m frustrated
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This answers the question
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Nitpicker: You can either reply to Paul's original question -- this overall topic -- or you can add a comment. Replies go to everyone; comments go only to the person you're leaving a comment for. Hope this helps.
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Inappropriate?Yes, what happens? I needed helped, clicked support, wrote my email, clicked submit, and landed on this page. Huh? Why? Am I supposed to do something here? I just wrote my support request and now it's gone and I don't want to write it again. Is this pbwiki a real company or some kind of school project or what? I'm not joking. I can't tell. I thought it was a real site but now I really have no idea. If it is a school project, great job kids! If it's a "real" company, I'd have to say "needs work."
I’m confused
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This answers the question
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ski: Sorry you're having problems. I notice that you've had other interactions on Get Satisfaction in the past few months, and that PBWiki answered some of those questions for you, so I'm a little unsure about your current confusion. What can we do to help fix the problem you're having now?
EMPLOYEE
EMPLOYEE