So I just have to ask if there are any that read this forum, when someone submits a ticket, do you read the ticket description before responding or do you just shoot from the hip with the ticket title?
In recent memory I have not been able to file an EpiCare Case and put in all the details of the problem, what I have done, what I have tried, attached screenshots and text files of errors/settings, etc and not had to copy and paste that all into the chat log once I get the first reply.
Case in point, I created a case regarding my post here:
The description I put into the ticket is identical, including calling out how we manage SSO with local AD as well what I have looked at regarding the idle timeouts and how this specifically happens when the session is very much active and NOT idle yet the first response I get is to check the user idle setting and to log in as a Global Admin to Azure AD and change the idle setting there.
Is there any point to filling in details or should I just make a case with no description since I will just end up redoing it anyways when the rep doesnât even bother to look at it?
Iâm not trying to attack the staff but I mean, how many tickets could have their resolution expedited if support read through the issue before responding with things that have nothing to do with the problem.
If I get a response like that, I usually just escalate the case. No point wasting effort trying to repeat yourself.
I find itâs about a 50/50 chance whether they actually read the details to your problem.
Iâm not speaking about Epicor but I have seen other ticketing system go through the AI response first and then you get a human if that response is weak. EpicCare/ServiceNow will display potential solutions to the right of the case while you are typing. On more than one occasion, I did get a resolution without filing a ticket. YMMV.
Oh man, I love a good dogpile on Epicor Support! I give up on them all the time! I frequently request that support staff reread my ticket as the necessary details are always included there.
Escalating is a good option, though I often get similar results.
I hate going out of my way to report an issue or a bug with the software we pay a lot for. Support makes it sound like itâs my fault, and if I donât give them enough details it will forever be my fault that Epicor is broken.
I submitted a ticket for this issue: RDL Extra Blank Page - Kinetic ERP - Epicor User Help Forum
It was very clearly defined with reproduction steps, but support insists it wasnât enough details. Well, f-me! I canât make it any easier for you to reproduce unless I login and do it myself. This is where I just gave up.
When I explain a problem here on the forum, you all understand it usually on the first go around. (If not, then most likely I did not explain it well.)
So I donât think the problem with support is meâŚ
And there are plenty of support staff who will insist you do exactly that. Multiple times on the same ticket. And then still say they donât have enough info.
Agreed and as I type out the issue I do watch as that changes and like you have found KBs that deal with the problem. I also like the it does that here as well, just incase I miss it through my first 10 searches. Unfortunately this is not the case this time.
They did manage to tell me the supposed resolution after I clarified all of the details for them. I really am not trying to bash them but I am honestly curious how many tickets take more than a single reply to answer because they do not seem to read the description or look at attachments. I have genuinely wondered if their system only shows them the title of the case and thatâs it and if they have to go on some sort of quest to find the information they need to begin to solve the problem.
As someone who frequently has to set out on such quests myself because all the information I get is âits brokenâ or âepicor errorâ I understand the value of laying out as best possible what you were doing when you got the error and what steps you have taken to try to resolve it.
In a previous life I did help desk work for a number of years. My troubleshooting process did not at all involve taking what the customer told me what they thought the problem was, or what they have already tried to resolve it, at face value. Mostly because you generally have no idea what the âlevelâ is of the customer you are dealing with in that moment, and also because some things I just needed to see for myself. Anyone reading this that does any kind of troubleshooting understands you need to take the info you get about a problem with a grain of salt.
My experience has informed how I deal with support, now that I am on the other side of the conversation. I generally start with as little information as possible, and let the support person drive.
Iâm not trying to advocate for or justify someone ignoring you.
I can also understand being bothered that someone wouldnât take your word for it, but sometimes itâs just because they have no idea how brilliant you are.
Yep, thats why on one of the follow ups I got I suggested customer accounts be flagged for known skill level. There is no reason @josecgomez should ever get first level support.
I understand this and do agree that when I get a report of an issue the first thing I do is verify the problem and that they have actually done what they said they did, I cannot count the number of times Iâve been told they ârebooted their machine 3 times to fix it and it was still brokenâ only to look at their uptime and see 21 days.
Where I fall down on this is that I have numerous times before provided the text of the error, the process I took to get the error and sometimes screenshots of the error to have their first question be âwhat is the text of the errorâ so that is likely coloring my current support conversation.
If I tell support that I am using Kinetic in the browser on-prem with SSO setup through Local AD, that I can be inactive for an hour + and not have the issue and that it specifically relates to active sessions being ended and your two solutions are to check the inactivity license timeout and log into my Azure AD as Global Admin and change the timeout setting there then my faith in them reading the ticket is -5.
I am NOT bagging on @NateS here (because we ALL do this), but there is a point to be made.
Long ago (1990s) and far away (southern and central CA), I spent 9 years doing telephone support. As you can probably imagine, it is a thankless job, the calls never end, and there isnât a lot of job satisfaction when just about everyone you talk to is already frustrated and upset.
Iâm also not saying that Epicor support couldnât be better. It most certainly could. And I have no problem AT ALL saying, âwhat youâre asking me to do has already been done and is written in the ticket, please read it and then get back to meâ. The goal is to fix the problem. If the support person needs a push, push them. If you need to escalate, then escalate. @Rich and @timshuwy and @pferrington are ALWAYS telling us to âenter a ticketâ so data gets in the system.
If you donât do that then your problem doesnât exist to them, and it wonât get on the list to be fixed.
This thread is pretty surprising to me. While Iâve seen a lot of what everyone is mentioning in the past, Iâve noticed a definite improvement in response time and quality in the last year / year and a half. I admit I also only go to EpicCare as a last resort, but generally Iâve been impressed with them for quite a while now.
