10 Replies Latest reply on Sep 17, 2015 11:32 AM by twuk

    Should SolarWinds support be allowed to close calls without customer agreement

    twuk

      Quite often if I send a support request that proves difficult for support to answer they seem to just wait a few days and then close the call, I think they should have customer approval to close the call like most support desks do

        • Re: Should SolarWinds support be allowed to close calls without customer agreement
          vjerez4129

          Thats weird, i've been on one tech support case for almost 2 weeks... Was having a problem getting everything up and running after a failed wizard config, and the guy at SolarWinds helped me through and diagnosed everything, first meeting lasted 3 hrs, second one was 2 hrs and the last one we ended up installing the newest NPM and NCM which ended up taking 2-3 hrs on the phone, but he got me up and running again. I found the SolarWinds tech guy super patient and helpful

            • Re: Should SolarWinds support be allowed to close calls without customer agreement
              Jfrazier

              Generally most of them are patient and helpful.  In the end though, metrics on the tickets they work factor into their performance reviews.

              So they are trying to keep ticket volume up, time to resolve/close on a ticket low. 

               

              Then there is a factor of which call center took your ticket.  I'd rate the people in Cork Ireland and Austin at the top.  The folks in the Philippines at the bottom.

               

              Regarding closing the ticket without the customers knowledge...bad form.  I understand sometimes getting a customer to respond can be frustrating.  If there

              is a documented attempt to contact the customer with no response after several attempts then I can see a case for closing it.  If it is a, "oh...its working now, closing the ticket", then

              maybe not. 

            • Re: Should SolarWinds support be allowed to close calls without customer agreement
              George S

              I agree with Jfrazier... Every time I have called, the people on the other end of the phone are extremely helpful and patient. (Have not experienced anyone from the Philippines to date).

               

              As far as closing a ticket without customer approval... No way! I understand the need from tracking metrics and determining call processing efficiency, but the customer has the final determination if a case should be opened or closed. Generally, in working with other vendors, if I think a problem is fixed, I will tell the tech on the other end of the phone to keep it open for 24 hours and close it if I have not called back. They usually have not problem with it and the process works well.

               

              One Exception: If you try to call me over the course of a couple of days and I don't get back to you... close the ticket.... I'll reopen if I need to.

                • Re: Should SolarWinds support be allowed to close calls without customer agreement
                  twuk

                  I am not questioning the quality of support just the process, tickets should not be closed without customer consent, usually followed up with a rating method of some sort

                    • Re: Should SolarWinds support be allowed to close calls without customer agreement
                      curtisi

                      I used to be in Support, and at least in the Lehi office (where most of LEM support lives) the process was the "3 contact close."  Support guys are supposed to make at least 3 attempts to contact a customer before closing the ticket, whether by e-mail or phone.  Usually these attempts are every other day, so you get 5 business days to respond before Support closes tickets.

                       

                      In my experience, many customers would go ghost after a day or so, and then wouldn't return calls or e-mails.  My thought process was if the issue wasn't important enough to get back to me for a business week, it had either stopped being an issue, resolved itself, or wasn't important.  The final message usually includes that you can log into the customer portal and re-open tickets for up to 45 days, so if I closed a ticket today, you'd still have 45 days to respond and say "Hey, it's not fixed and I'm still unhappy!"  After 45 days, it's a new ticket.  I usually got really good response when I threatened to close the tickets explicitly ie, "I will close this ticket at the end of my shift today if I have not heard back from you."  That seemed to light a fire under people, but I had many customers that vanished for 5+ business days and we closed the tickets to get them out of the queues and views so we could focus on customers who were actually responding.

                       

                      If you're planning on going on vacation and you have an unresolved support ticket, let the support people know and give them an alternative person to work with.  If the issue isn't important enough for you to resolve before going to Bermuda for two weeks, it's not important enough for us to keep the ticket open for two weeks.  You can re-open the ticket or open a new ticket when you get back from working on your tan.

                        • Re: Should SolarWinds support be allowed to close calls without customer agreement
                          twuk

                          So in theory they can call 3 days in a row at any time (the "ghost" could be on another call, at lunch, taking a comfort break, on not in the USA or Philippines time zone) and then close the call?

                           

                          What if the user has a voicemail system (we have one and I have NEVER had a message left by SolarWinds support) are they required to use it?

                           

                          An email would be perfect, even if was just saying I called you today and you were busy being a "ghost" so I am closing the call

                           

                          Once again I am not complaining about the support guys just the process

                            • Re: Should SolarWinds support be allowed to close calls without customer agreement
                              curtisi

                              It's left to the Agent's discretion.  Personally, I tried to vary methods, so I might e-mail twice and leave a voicemail once.  Even if the ticket was closed, there's an automatic alert (outside control of the Support person) that sends a message about the ticket being closed and there's a customer satisfaction survey (or there was) attached to that message.  If you're not getting those alerts, you may want to make sure your contact information in the Customer Portal is correct (I saw a lot of customers who put in bogus e-mail and/or phone information, maybe to avoid sales calls, but it meant that Support was handicapped reaching people too).

                               

                              Edit: Also, if you have multiple SWIDs, make sure the SWID you open the ticket under is the one with current and accurate contact information.  Good info on SWID X does no good if your LEM license and LEM support tickets are under SWID Y.

                               

                              This all supposes that the ticket is actually an issue ticket.  Other tickets are handled different ways.  For example, with Feature Requests, Support is directed to gather as much information as they can, escalate that information to development and/or the Product Management team, and then close the Support ticket.  If dev needs more information, they'll re-engage with Support to communicate with the customer.  Otherwise, you'll need to wait for your new feature to show up on a Road Map or in a connector pack.

                      • Re: Should SolarWinds support be allowed to close calls without customer agreement
                        Melanie.ODonovan

                        Hi twuk,

                         

                        I just wanted to follow up with you on how Support works with customers.

                         

                        For How To questions from customers the Support Rep will often send the answer and close out the case. The reason for this is so that we don't bother our customers by sending them multiple emails to close out the case.

                        However if you respond back to the email with a follow up question or requesting clarification then we reopen the case and continue to work it with you.

                         

                        For more difficult questions or issues on your environment sometimes we have customers who resolve their issue but forget to let us know. In that instance we have a process where your Support Rep calls you on the third day, if they are unable to contact you then they follow it up with an email to check in and let you know that the case will be closed out on the fifth day if we haven't heard back from you.

                         

                        If you are on holidays or maybe need time for change management then you can just let your Support Rep know and they will put the case on hold until you get back.

                         

                        Please note that you can reopen any closed case within 30 days of it being closed. If you think your case has been handled incorrectly then you can either fill in the Customer Satisfaction Survey you receive or you can contact our Support Mgmt team on TechnicalSupportFeedback@solarwinds.com. We welcome all your feedback.

                         

                        Thanks,

                        Melanie

                        Support Operations Manager

                        • Re: Should SolarWinds support be allowed to close calls without customer agreement
                          twuk

                          To Solar Winds credit they assigned a specialist to all the calls that were closed that I considered still open.

                          The engagement was a complete success and closed my longest issue which was splitting the events caused by windows firewall from the other windows logs 6.2 fixed this