Fix the Support Ticketing system - needs to include full email string and any attachments added

[aaron37SWJ]

The ticketing support system not only has a lot of un-used features for Upchain, because it is like a text machine it does not record our first initiation in the automatic reply email. Also it is very hard to find any attachments you may have provided to help solve your issue and when you try to read back through your email trail there is loads of white space, jargon we don't need to see. In the screen grab attached you will see a perfect example, what did I reply to this email?? Why all the question marks, why no record of my reply email, why so hard to read?

The simplest way to fix this is to just use email, we can email an address with our attachments, log files etc and these follow our ticket from start to finish.

I have team members who choose to suffer any problems they have because the ticketing system takes so long, hard to use, not very intuitive and it is a massive time vampire.

Bring back the old Upchain ticketing system and I am sure other customers would agree we would be a lot happier with the ease, simplicity and efficiency. 

[Richard.Rankin]

Hi @aaron37SWJ ,

Thanks for giving us your feedback.

There have been many product improvements since Upchain joined Autodesk. Hopefully, you might have noticed some of them!

In addition, we have started streamlining many of the tools and processes involved. This has meant adopting the same support ticketing system as other Autodesk products.

I agree the ticketing system can always be improved. This Ideas Board is intended for feedback on improving the Upchain product itself.

To ensure that your feedback gets to the team responsible, I would like to ask that you
submit your feedback for that, through the Autodesk Manage Portal (manage.autodesk.com).

Kind Regards
Richard Rankin

[fruizVXHUM]

+1 on this one. The ticketing system is very confusing. 

[aaron37SWJ]

@Richard.Rankin thanks for the reply, unfortunately since the take over from Autodesk we haven't had such a positive experience. Communication has been scarce (unless we CC everyone we know from Autodesk) and we have been promised APAC support but it only goes as far as 'we are working on this' I think its coming up to the two year mark now. As for the adopted ticketing system we struggle as we do not have this APAC support so we have to nail our first question/query to the ticketing system to avoid losing two or sometimes even three days due to the time differences, this is making sure our team send all the relevant log files, screen grabs and as much information as possible on the first ticket (this is then of course lost once it goes through the archaic text style ticket system) .

I have raised this issue through the survey you have pointed out a few times but unfortunately it has seemed to go on deaf ears. So I do thank you for taking the time to acknowledge my suggestion. We are very disappointed in the service supplied so far as a paying customer, and it is all well and good with promises about what will be coming but sometimes actions go a lot further than words.

We are starting to really see the positives Upchain could bring but these clouds are still causing some uncertainty in its future. 

Sorry for the rant but you can possibly tell we are very frustrated at the moment with Autodesk team

[Richard.Rankin]

Hi @aaron37SWJ 

Thank you so very much for your kind words....

I honestly do not consider it as a rant. You are taking the time to tell us! For that alone we are grateful!

Admittedly, support coverage for Upchain was not 24 hours a day before joining Autodesk. That has not changed so far and has been tough on our APAC customers. We are currently training Technical Specialists in APAC to support Upchain. They will be brought online before the end of this year so that APAC-based Upchain customers will experience significantly better Support coverage than before. Even Upchain customers in New Zealand! I apologise if you have been promised this before. We really have been working on it. I realise it must be frustrating, but hopefully, the clouds will start to part soon. 🙂

There is a global team working on the ticketing system. They do make changes, just not as quick as we would sometimes like. 😞

Kind Regards

Richard Rankin

[andreja.schneider]

Hi @aaron37SWJ ,

since this idea does not required any implementation for the Upchain, it will be archived.

Best regards,

Andreja