Ticket BOU-35925-158

Customer Support Customer Only Discussion
1

Can someone please look into what happened with ticket BOU-35925-158

The customer logged a call on the 8/11 which was not repsonded to until the 9/11, when they were told it would be forwarded to the person concerned (I guess they mean us), this was then not forwarded until the 12/11, when we didn’t even recieve it. Cerberus does not show what email it was forwarded to.

It just so happens that I was logged in and noticed it. This is humble pie on a big scale with our customer now as their account has been down for 6 days!

2

This just gets better…

It’s a support ticket for another reseller (I believe), in our queue:

support@n**i*a*host.com is the original reseller it was sent to, but the ticket was forwarded to someone @t**ev.com..

Now I’m really confused - is it one of our customers or not 8o

The ticket was raised by someone called Chris - when I checked our accounts, one of our accounts was suspended on the 6/11 (who’s name is also Chris)

3

This is very odd and I have not seen anything like this up to this point before.

4

I’ve been on livechat for about 90 minutes now with akshay regarding this.

If it’s not one of our customers, then I have just promised someone else’s customer some credit against thier account for the mix up in support…

I’ve since discovered that I can also see other tickets assigned to other resellers.

5

Thanks for letting us know, we will get with Cerberus team about this as well, it is not supposed to happen!

Edit: Deleted that repost, no need for it to clutter on such serious matter.

6

Have your emails and am working on this, trying to see what is going on, please give us some time here.