Give Sisense support teams easier access to support case opening details | Product Feedback Forum

wallingfordce · 2024-08-21T20:17:26.109000Z

When opening a support ticket, it's required that a large form be completed. Among these is the Sisense Account Type, Environment, and Version. We too frequently open a support ticket only to be provided with a response unrelated to the information provided in these fields (e.g. a Linux based recommendation after specifying the issue is occurring in a Windows environment and being asked for a version number after the information was already provided). Given the global distribution of Sisense support resources, it can already take a day before expecting a response, but for that response to then be unaware of the information provided in the ticket details causes delays, extra rounds of communication (especially when our support rep doesn't realize that the Sisense response is for the wrong version), and frustrates our support teams and the clients they in turn support. And we imagine the Sisense support reps don't love finding they sent irrelevant advice and don't like seeing our support reps' confusion when they aren't already aware of the information provided in the case opening form. We appreciate Sisense support reps and want to see them support us with as little friction as possible. Thanks.

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Give Sisense support teams easier access to support case opening details | Product Feedback Forum | Sisense Community