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Support Portal - New ticket acknowledgement email

qyost
Contributor

First, Let me start by saying that I tried raising this via my support and account teams and was wildly unsuccessful.
About 2 weeks ago, the template message that is sent when a user creates a new ticket via the portal was updated.  However, the message that is now being sent does not make sense for the context of tickets created via the portal.

Hi {support contact},
We greatly appreciate your choice in Netskope, the leader in cloud
security. For logging new support cases or tracking progress for
previously logged tickets, we highly encourage you to leverage our
support portal at https://support.netskope.com/. Support Portal a
llows us to more quickly associate your issue with the correct
customer account and start problem solving.

Please note that if you emailed from a non corporate email domain
account such as Gmail, Yahoo, Hotmail, etc., we are unable to map
your request with the correct customer account, therefore will not
be able to process your request.

Based on the current process, for your email request, case {xxxxxxxx}
has just been created for you. Our team is currently following up on
your request. If you would like to view or update your case, please
navigate to the following link {xxxxxxxx} to add your comments
directly to the case.

Thank you,
Netskope Support
http://support.netskope.com

This message reads as if I had sent an email to support@netskope.com  without a ticket reference/tracking number in the subject which then auto-created a new ticket for me.

Prior to the change the message sent for tickets created via the support portal had been:

Hi {support contact},
We greatly appreciate your choice in Netskope, the leader in cloud
security. Please note that case {xxxxxxxx} has just been created for
you. Our team is currently following up on your request. If you
would like to view or update your case, please navigate to the
following link {xxxxxxxx} to add your comments directly to the case.

If for any reason you need to escalate this issue, please click here
(netskope-support-leads@netskope.com) to email the Netskope Support
Technical Leads and Management team stating the reason and business
impact for the escalation. Please include the ticket number.

Account name: {account}
Contact name: {support contact}
Priority: {priority}
Summary/Subject: {subject}
Description: {provided summary}

Thank you,
Netskope Support
http://support.netskope.com

 

--
-Q.
1 ACCEPTED SOLUTION
ShawnWhite
Netskope
Netskope

Hi @qyost.

I'm Shawn White and I'm responsible for our Support team here at Netskope. 
Firstly, we appreciate you raising this and sharing your feedback.

Secondly, I apologize that we didn't act accordingly when you first raised this via the Support channel. I reviewed the case you logged. I see an opportunity for us to improve and I'll own making sure we're better equipped to address feedback when it comes in via those channels moving forward.

Thirdly, you are correct. Context matters. Good news, I've already connected with our Support systems team and they're working to adjust the response template. I expect we'll have this updated before the end of the week.

Again, thanks! Your feedback truly helps.
Shawn

 

View solution in original post

2 REPLIES 2
JulieB
Community Manager
Community Manager

Hi @qyost, thank you for being such an active user in the community and reporting this.  We are currently reaching out to our support team to help assist with your issue. We'll get back to you as soon as possible!

 

cc: @Rohit 

 

Julie Brancik
Senior Manager, Online Communities at Netskope
ShawnWhite
Netskope
Netskope

Hi @qyost.

I'm Shawn White and I'm responsible for our Support team here at Netskope. 
Firstly, we appreciate you raising this and sharing your feedback.

Secondly, I apologize that we didn't act accordingly when you first raised this via the Support channel. I reviewed the case you logged. I see an opportunity for us to improve and I'll own making sure we're better equipped to address feedback when it comes in via those channels moving forward.

Thirdly, you are correct. Context matters. Good news, I've already connected with our Support systems team and they're working to adjust the response template. I expect we'll have this updated before the end of the week.

Again, thanks! Your feedback truly helps.
Shawn

 

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