Broken Support Ticket System

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Broken Support Ticket System

BTR

1527 posts

Uber Geek

#204652 11-Oct-2016 14:04

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.

Nil Einne

469 posts

Ultimate Geek

#1655951 21-Oct-2016 19:30

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 ....

MyRepublic

39 posts

Geek

Trusted

MyRepublic

#1655959 21-Oct-2016 20:00

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

Nil Einne

469 posts

Ultimate Geek

#1655963 21-Oct-2016 20:13

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.)