Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


BTR



1501 posts

Uber Geek
+1 received by user: 453


Topic # 204652 11-Oct-2016 14:04
Send private message

Has anyone had an issue with MyRepublic's support ticket system? I create a support ticket last week and haven;t heard anything since. I received an email acknowledging the request however when I try to login to view the support ticket it says my credentials are invalid.

 

 

 

Then I tried to create a new support account thinking because they use Zendesk maybe I need to do this first since its my first support ticket with them. It alerts I already have an account with my email address and to log in using this account.....

 

So I tried to reset my password and I get an error saying "You cannot reset your password"

 

Its a bit of a joke TBH, their support chat is never online and I don't have time to sit on hold.


Create new topic
388 posts

Ultimate Geek
+1 received by user: 23


  Reply # 1655951 21-Oct-2016 19:30
Send private message

I had a similar problem a while ago (well in July). I was able to sign in initially or maybe I was just signed in from signing up. Then I couldn't sign in again and it said cannot reset password.

 

I included this problem in my contact with them, but the person seemed to think ZenDesk was only internal system. While I was sure this was wrong, I'm trying to use the part which is clearly targetted at end users to manage their tickets, etc I decided it wasn't worth trying to sort through since the email I'm using is reliable.

 

It seems to still be broken ....


35 posts

Geek
+1 received by user: 3

Trusted
MyRepublic

  Reply # 1655959 21-Oct-2016 20:00
Send private message

Hi there,

 

 

 

Sorry for the late reply to your support ticket. Our consumer base has grown far quicker than anticipated, leading to longer wait times. However, we are currently training up a new batch of fibre specialists to handle the increased demand. Apologies for any inconvenience caused during this transition.

 


We understand that on Zendesk's site, it gives an option to login. However, only MyRepublic agents would be able to login, not public users. Sorry about the confusion.

 

 

 

Thanks,

 

The Team @ MyRepublic


 
 
 
 


388 posts

Ultimate Geek
+1 received by user: 23


  Reply # 1655963 21-Oct-2016 20:13
Send private message

MyRepublic:

 

Hi there,

 

 

 

Sorry for the late reply to your support ticket. Our consumer base has grown far quicker than anticipated, leading to longer wait times. However, we are currently training up a new batch of fibre specialists to handle the increased demand. Apologies for any inconvenience caused during this transition.

 


We understand that on Zendesk's site, it gives an option to login. However, only MyRepublic agents would be able to login, not public users. Sorry about the confusion.

 

 

 

Thanks,

 

The Team @ MyRepublic

 

 

If it's only for agents, why

 

1) Do you have a specific link for "I am an Agent"? And when you visit this link, you end up with a page which has a link for "I am a Customer" ?

 

2) Do you have a signup page https://myrepublicnz.zendesk.com/auth/v2/login/registration?auth_origin=138745%2Ctrue%2Ctrue&brand_id=138745 with no indication it's for agents. (And do you really just signup your agents like that?)

 

3) Do you have the option to signin with Twitter, Facebook, Google+. Do you really let your agents use these? (Noting these options aren't available in the agent sign-in page.)

 

4) Why do you have a "My activities" link? (Okay this could be for agents, but the URL etc strongly suggests to me it's for customers.)

 

More to the point I guess, why is it only for agents? Most other companies using Zendesk allow the customer to use it to see the tickets including historic ones, update them, close them etc. Especially useful when you don't have access to the email at the moment. To me, it looks a lot like you started doing that. It even works when you first sign up. (I'm pretty sure I was able to access what looks like a customer facing portion of ZenDesk when it was working.) You just can't sign in again afterwards. Or maybe you can signin and I just forgot my password.

 

Perhaps the problem arises because Zendesk is intended to be used by both customers and agents and you've decided to only allow agents to use it. If so, perhaps there are limitations as to what you can modify since you're using Zendesk in an unsupport config. Still some indication on the page that it's only for agents would go a long way to avoiding confusion. (Although again, I'd get back to looking at why you decided to limit it to agents, unlike most other companies.)


Create new topic


Donate via Givealittle


Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

A call from the companies providing internet access for the great majority of New Zealanders, to the companies with the greatest influence over social media content
Posted 19-Mar-2019 15:21


Two e-scooter companies selected for Wellington trial
Posted 15-Mar-2019 17:33


GeForce GTX 1660 available now
Posted 15-Mar-2019 08:47


Artificial Intelligence to double the rate of innovation in New Zealand by 2021
Posted 13-Mar-2019 14:47


LG demonstrates smart home concepts at LG InnoFest
Posted 13-Mar-2019 14:45


New Zealanders buying more expensive smartphones
Posted 11-Mar-2019 09:52


2degrees Offers Amazon Prime Video to Broadband Customers
Posted 8-Mar-2019 14:10


D-Link ANZ launches D-Fend AC2600 Wi-Fi Router Protected by McAfee
Posted 7-Mar-2019 11:09


Slingshot commissions celebrities to design new modems
Posted 5-Mar-2019 08:58


Symantec Annual Threat Report reveals more ambitious, destructive and stealthy attacks
Posted 28-Feb-2019 10:14


FUJIFILM launches high performing X-T30
Posted 28-Feb-2019 09:40


Netflix is killing content piracy says research
Posted 28-Feb-2019 09:33


Trend Micro finds shifting threats require kiwis to rethink security priorities
Posted 28-Feb-2019 09:27


Mainfreight uses Spark IoT Asset Tracking service
Posted 28-Feb-2019 09:25


Spark IoT network now covers 98% of New Zealand population
Posted 19-Feb-2019 09:28



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.