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Any different treatment for customer suggestions/tickets ?

fauzan_azhary over 16 years ago

Hi all,

Looking at some posts from customers since v9 release, I think there's a different treatment from ipMonitor (SolarWinds) support to handle what were customers suggested or complained.

Currently when there's a complain or suggestion which need to be took care by SolarWinds support team there will be something like ticket number TTxxxx for ipMonitor project (example ). Than when everyone also need this treatment, they have to open a ticket with support team.

But before v9 release, on the previous ipMonitor customer portal (not SolarWinds portal) there always provide ipMonitor new build as the result of improvement, bug fix, patches, etc. so every customer can see it and can download it, so everyone can also be notified that there's something that they can download to improve what they currently have.

How if not all customers regularly open thwack forum ? Off course they don't know if there's an improvement. I think it will better if notification about everything which was changed also informed on SolarWinds Customer Support Portal. And also provide the new build that can be download by all ipMonitor customer.

Correct me if I'am wrong.

Regards,

Fauzan

0 Peter.Cooper over 16 years ago

Currently when there's a complain or suggestion which need to be took care by SolarWinds support team there will be something like ticket number TTxxxx for ipMonitor project (example).

This is "new" behavior SolarWinds gave ipMonitor. Its a major step forward as we can now attach your personal comments to bugs and features, and see a history of our staff working on each issue over time... including who originally interacted with you. A "TT" number isn't a support ticket though, it's an entry in our defect and feature management system.

It's technically better to receive your feedback via the support staff, as they will ensure that a breadcrumb exists from you (as a customer) to the TT system. Otherwise, we just have a forum name.

But before v9 release, on the previous ipMonitor customer portal (not SolarWinds portal) there always provide ipMonitor new build as the result of improvement, bug fix, patches, etc. so every customer can see it and can download it, so everyone can also be notified that there's something that they can download to improve what they currently have.

To ensure an optimal customer experience, SolarWinds deploys a provisioning system to create a bunch of small waves instead of one big one. There were *lots* of changes to the product itself, and then there's all the changes to unify the two support sites (changing where downloads and licensing occur). This is keeping our support staff is pretty busy... but not overwhelmed.

However, everyone has the right to ask for provisioning right now (if you're eligible). To do that, you need to interact with our customer service team and/or support staff.

When we're done with the waves, all SolarWinds accounts that possess an ipMonitor license will have the most recent download link, release notes, etc. Also, "check for updates" will light up. Small releases don't need this kind of treatment, but this one certainly did.

Off course they don't know if there's an improvement.

Thwack is designed to be a vehicle for organic interaction with similar professionals and us at SolarWinds. We may do special things on Thwack, but key product notices will not appear "just on this site"... but it might appear here earlier.