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Anonymous
June 25, 2014
Investigating

Support Representatives on PTO

  • June 25, 2014
  • 2 replies
  • 1308 views
I have had a few instances where critical support issues have been delayed due to support representatives going on PTO . Something in the routing of support cases should allow for better sharing of cases among representatives and more proactive follow-up, rather than individual reps handling specific support cases.

    2 replies

    Kenneth_Law
    Kenneth_Law
    Level 6
    July 22, 2014
    Hi Kim.  We certainly understand and apologize that you went through that experience.  We do have auto-routing of support case submissions, but we don't have anything that auto-routes once a case has been assigned to a support engineer.  What we are working on is an improved operating procedure for case hand-offs and transitions to ensure there is minimal to no impact of the service experience to the customer.
    K
    kh-lschutte
    February 7, 2020
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