On the 16th December of last year we wrote about the creation of tickets in our Customer Portal. Since then we have seen a lot of customers who started using this feature and already received a lot of positive responses on this topic. We also got many questions on when we would enable the viewing of and replying to tickets in the Customer Portal. Now, with the release of our newest sprint, we did just that!
With our new and improved Ticket feature you are able to create a new ticket for our Support, Administration and Sales departments. After the ticket has been sent, you can track the ticket’s status and respond to replies from Leaseweb.
When your ticket is updated you will be notified by email with a link to the Customer Portal – which will instantly direct you to the new response.
Leaseweb also automatically connects every ticket you send to your account. The communication is secured via SSL, so this is the safest way to provide sensitive information to our engineers.
When you reply, you now also have the possibility to attach files to your ticket.
What about tickets I have sent in the past?
Tickets (old and new) that were sent through email will not be available in the Customer Portal (this is also true for emailed tickets that were sent before the launch of the new ticket feature). Tickets that are sent through the Customer Portal will always be shown in the portal. Of course you can still choose to send a ticket via email, but we recommend using the Customer Portal. It is far more secure and gives you a great overview of all your communication with Leaseweb.
As we are constantly improving the experience of Leaseweb customers, all feedback is very welcome. Through the ‘Feedback’ option in the ticket section you can suggest new features you would like to see in the Customer Portal. We are looking forward to your ideas!
Rasmus
February 14, 2012 at 16:54It would be really nice, if the answer from Leaseweb to a ticket would appear on the mail notification that is sent. Also the ability to reply on the notifications would be awesome. Yes, if you have the time it’s not a problem to go on the SSC, but sometimes you only have a small amount of time to reply and that’s easily done with a mail. It would be really nice if that was possible.
And what is the reason for not showing old tickets and new tickets by email? I guess it’s the same ticket system and that the customer is bound to the email, so howcome you’re not doing that?
Otherwise, keep up the good work :-)
Marc Burkels (Team Leader Sales)
February 15, 2012 at 10:03Hi Rasmus,
Thank you for the feedback, I really appreciate it! Adding the actual reply (or a preview) to the email is something we’re considering, our main goal however was introducing secured communication. We would like to prevent the sharing of personal information via e-mail, so we’re looking at a way to filter this out of the emails for a future release. What we are working on (and want to launch shortly) is mobile reply functionality in our SSC, enabling you to reply from any internet device. Accepting replies via email is an option I will investigate though!
There are many reasons for not showing the old tickets in SSC, most are technical, but some are based on security, risk analysis and privacy. I’m afraid I can’t go into more detail, but please be assured we have spent a lot of time investigating the options. In the end we decided that this was the safest path to follow.
Maryanna Flenord
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