Why can't your support agents access my account anymore?
Best Answer
P
Patricia Guevarra
said
about 4 years ago
Hi Jeremy,
In general, we would like to lessen the number of individuals in support who can possibly make changes to customer recipes and such. Even our solution engineers, by protocol, are not meant to ask for access immediately. If the issue is truly too complex to be resolved via viewing the recipe and screenshots, the Solution Engineers would be the best ones to handle them.
Patricia Guevarra
said
about 4 years ago
Hi Jeremy,
For security purposes, we have reduced the amount of access that our frontline support agents have. If the issue cannot be resolved with basic information about your recipe and the error you have, then it can be escalated to our solution engineers. Our Solution Engineers can get on a call with you or get the access needed.
J
Jeremy Farber
said
about 4 years ago
I fully understand the need for privacy and security but I should be able to decide when and who I give access to my account too. Sharing Screenshots with support agents is not a great way to get support, especially with something as complex as this. It makes the support process take much longer.
You had the ability to add support agents to the account why did you take that away?
Answer
Patricia Guevarra
said
about 4 years ago
Hi Jeremy,
In general, we would like to lessen the number of individuals in support who can possibly make changes to customer recipes and such. Even our solution engineers, by protocol, are not meant to ask for access immediately. If the issue is truly too complex to be resolved via viewing the recipe and screenshots, the Solution Engineers would be the best ones to handle them.
Jeremy Farber
Why can't support access my account???
Why can't your support agents access my account anymore?
Hi Jeremy,
In general, we would like to lessen the number of individuals in support who can possibly make changes to customer recipes and such. Even our solution engineers, by protocol, are not meant to ask for access immediately. If the issue is truly too complex to be resolved via viewing the recipe and screenshots, the Solution Engineers would be the best ones to handle them.
Patricia Guevarra
Hi Jeremy,
For security purposes, we have reduced the amount of access that our frontline support agents have. If the issue cannot be resolved with basic information about your recipe and the error you have, then it can be escalated to our solution engineers. Our Solution Engineers can get on a call with you or get the access needed.
Jeremy Farber
I fully understand the need for privacy and security but I should be able to decide when and who I give access to my account too. Sharing Screenshots with support agents is not a great way to get support, especially with something as complex as this. It makes the support process take much longer.
You had the ability to add support agents to the account why did you take that away?
Patricia Guevarra
Hi Jeremy,
In general, we would like to lessen the number of individuals in support who can possibly make changes to customer recipes and such. Even our solution engineers, by protocol, are not meant to ask for access immediately. If the issue is truly too complex to be resolved via viewing the recipe and screenshots, the Solution Engineers would be the best ones to handle them.